Customer Success Manager
hace 3 semanas
The Customers Success Manager (CSM) is the customer advocate within Amadeus and serves as the primary point-of-contact for an assigned portfolio of customers. The objective of the CSM is to understand client needs/objectives, develop strategies and work in unison with our internal Amadeus teams to execute against the projects and campaigns. The CSM will secure renewals by demonstrating value for Amadeus solutions and building strong relationships with our clients. The CSM must have a deep understanding of the Amadeus portfolio of products and the hospitality industry in general. The CSM works directly with their assigned group of customers to grow customer's revenues as well as the revenues of Amadeus.
The CSM is expected to ensure that their customers are gaining full benefit of the Amadeus products purchased as well as to identify opportunities where other Amadeus products may meet the needs of the customer. The CSM is responsible for regularly providing their customers with proactive information on ways to optimize the use of the Amadeus products which ultimately leads to improved revenue to the CSM's customers and Amadeus. The CSM also serves as an escalation point for their customers for concerns pertaining to services purchased. The CSM will be evaluated on the overall performance of their assigned portfolio (i.e., revenue generation), customer retention and customer satisfaction.
Objective:
Enhance proactive communications and to be customer interaction main entry point to guide the clientEnsure customers growth through product adoption and optimize use of productsRetention: identify risks and ensure the renewal of the assigned portfolioGenerate Amadeus Hospitality revenue through upsell and cross-sell and ensure clients are seeing the value of Amadeus productsCollaborate with Directors of Sales within your assigned regionsCollaborate / coordinate with other departments to allow for a seamless renewal contracting process. In this role you'll / Your main responsibilities
Reach assigned retention goals by cultivating relationships with stakeholders across an assigned accountBecome primary point of contact for optimization and usage of toolsEvaluate satisfaction of customer with product to pre-emptively solve problemsCollect and share business process and industry best practicesParticipate in customer projects to handle the Amadeus Hospitality activitiesIdentify and action opportunities to improve current usage and adoption of Amadeus Hospitality products and servicesIdentify opportunities to expand the Amadeus Hospitality footprint within the accountResponsible for total Customer Success function, serving as the central point of contact and product expert for assigned products Responsible for all customer communications, conflict resolution and compliance on contractual deliverables by coordinating with other teams. Provide revenue management, marketing, product optimization strategies and budget suggestions in support of customers; drive effective strategies to achieve organic growth as well as expand business by creating value propositions to create opportunities proactively. Create value driven material to share during client Business Reviews calls taking into consideration items such as booking patterns, customer profiles, competitive sets, system usage, marketing or media performance and all demand marketing channels. Works with Sales, Product and other internal departments to ensure that renewals and potential new revenue opportunities are actioned. About the ideal candidate
Bachelor's degree in a related business field required or equivalent work experienceExperience in a Revenue Management or Digital Agency preferredExperience in a sales or revenue management capacity within the hospitality industry preferredDemonstrated ability to complete multiple tasks concurrently and deliver results under pressureDetails oriented with a bias toward action (project management experience preferred)Excellent written and verbal communication skillsSelf-motivated, goal oriented, and able to work within a team as well as individuallyAnalytical mindset. Able to drive conclusion from data analysisAbility to persuade, influence and negotiateYou speak Fluently English, and ideally French or German What we can offer you
An extensive range of benefits including:
You will be part of a multi-cultural team with international scopeYou will benefit from a temporary contract and a competitive employee benefits package such as pension plan, travel, life and healthcare insurance as well as lunch allowanceYou'll be joining one of the world's top software companies to power better journeysYou will be based in Barcelona or Madrid Office (Hybrid model) Diversity & Inclusion We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
At Amadeus we're passionate about travel and technology and making travel simpler, smarter and smoother.
We're a diverse global team of over 18,000 professionals working together to solve the industry's toughest challenges and deliver exceptional customer experiences across 190 countries. And so can you
Join us to add your voice to our diverse mix for better discussions, decisions and outcomes for everyone
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