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.Job TitleCustomer Success ManagerSummary of the roleResponsible for managing strategic customer(s) empowering them to unlock the most value of Amadeus solutions for higher return on their investment and business impact.The Customer Success Manager (CSM) aims to bring in more expertise to support our customer business expansion. Responsible for understanding the needs and constraints of customers, and then promoting early adoption and best usage of Amadeus products to derive maximum value for the customer. The CSM partners with the customer to maximize adoption and ensure that they get all the help they need to quickly achieve business outcomes after implementation of our solutions.Customer Success Managers lead the post-sales cycle and are an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts.Main responsibilitiesDrive up-front customer alignment and goal setting:Participate in internal handover meetings organized by the account manager to understand the account plan and customer context.Orchestrate Amadeus roles in engaging customers in upfront goal-setting and design – including external meetings with (key) decision makers to agree on program KPIs, method for tracking, and program design elements.Co-create success plan with buyer/decision makers, codifying program value-driving outcomes.Set clear expectations on engagement model with stakeholders, building stakeholder map, communicating role of CSM, and with implementation communicating resource requirements and risks based on customer deployment readiness.Ensure early adoption and usage:Share progress updates to key buyer/decision maker on implementation journey working with the implementation team.Lead final "go-live" meeting – with key administrators and decision maker post implementation to align on deployment.Proactively check-in during first 90 days post launch discussing key data points (user/admin login rate, number of active users) and tactically problem-solve ways to boost adoption.Share helpful resources and collateral content with administrators in early stages to support deployment.Manage ongoing customer health:Proactively review key metrics, reach out whenever they drop below target, and problem-solve ways to drive adoption.Lead monthly, mid-year, and annual business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking (via automated dashboards).Play coordinating support role whenever customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates.Support the account manager in renewals and expansion (upsell):Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management)
