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Customer Success Manager For Small Medium Travel Agencies
hace 3 meses
.Detalles del empleoTipo de empleo: Jornada completaUbicación: 28027 Madrid, Madrid provinciaBeneficios: Plan de pensionesDescripción completa del empleo Job Title: Customer Success Manager for Small Medium Travel Agencies - Spanish MarketSummary:As a Customer Success Senior Specialist, you will manage a portfolio of SME Segment - small and middle size Travel agencies of Spanish market and transversal activities for EMEA customers in Spain, ensuring the growth of key Amadeus solutions adoption. You will collaborate with the sales team, onboard new customers, champion specific Amadeus solutions, and run projects across EMEA. Key skills include communication, marketing, project management, technological understanding, and commercial experience. Customer Success Managers (CSMs) aim to support customer business expansion by understanding their needs and promoting the early adoption and best usage of Amadeus products. They ensure fast and precise responses to customer needs, leading the post-sales cycle, promoting renewals, and expanding accounts.In this role you will: Adopt a vision in line with the department strategy and operational challenges and translates it into a concrete action plan. Works with a high level of autonomy, with some guidance from Senior Manager.Acts as a reference across multiple areas, anticipating solutions to complex problems.Optimizes efficiency based on knowledge and experience with the policies, procedures and business plan.Provide support to Account Managers (AMs) in renewals and expansion efforts (upselling).Monitor performance and key metrics such as customer satisfaction, solution adoption, usage, value delivered, churn rate, and growth through upsells, implementing corrective actions as needed.Ensure alignment with different stakeholders/areas to secure the best customer experience and results, arbitrating when necessary.Play a supportive role in critical retention cases where customers encounter technical or commercial challenges.Conduct big webinars to evaluate the benefits of Amadeus services and sell services during webinars.Utilize strong communication skills to connect with clients, explain Amadeus services, and attend events.Manage the transition phase as the Sales team shifts objectives to Customer Success.Collaborate with internal teams to update processes, services, and automation.Lead key projects, such as developing a digital portal for customers to perform various activities.Understand customer needs and share intelligence with the organization.About the ideal candidate: 7-10 years of experience in Travel agency (with Amadeus Solution Knowledge) or CSM role.Fluent in both written and spoken Spanish and English.Customer Success Management with a focus on the Spanish market.Experience from travel industry is important.Strong commercial background and proficiency in marketing and communication skills.Ability to conduct and lead impactful webinars.Experience in managing teams through transition phases
