Customer Success Strategist with European Language Expertise

hace 3 semanas

Madrid, Madrid, España 1011 Amadeus It Group S.A. A tiempo completo
Job Description

At 1011 Amadeus It Group S.A., we are seeking a seasoned Customer Success Senior Specialist to join our team in Madrid or Barcelona. This role offers an exciting opportunity to work with our customers, providing them with the best possible experience and driving business growth.

About the Role

The successful candidate will be responsible for ensuring that our customers gain maximum benefits from our products, identifying opportunities to expand our offerings, and proactively addressing any service concerns. As an escalation point for service issues, you will work closely with our customers to resolve problems efficiently.

Your performance will be evaluated based on revenue generation, customer retention, and satisfaction. You will secure renewals by demonstrating the value of our solutions and building strong relationships with our clients. To excel in this role, you must have a deep understanding of our product portfolio and the hospitality industry.

You will work directly with your assigned group of customers to grow their revenues as well as ours. Your responsibilities will include:

  • Achieving retention goals by cultivating relationships with stakeholders across your assigned account
  • Becoming the primary point of contact for optimization and usage of tools
  • Improving communications and serving as the main entry point for customer interaction to guide the client
  • SUPPORTING CUSTOMERS' GROWTH THROUGH PRODUCT ADOPTION AND OPTIMIZING THE USE OF PRODUCTS
  • IDENTIFYING RISKS AND ENSURING THE RENEWAL OF YOUR ASSIGNED PORTFOLIO
  • CONTRIBUTING TO AMADEUS HOSPITALITY REVENUE THROUGH UPSSELL AND CROSS-SELL AND ENSURING CLIENTS ARE SEEING THE VALUE OF AMADEUS PRODUCTS
  • COLLaborating WITH DIRECTORS OF SALES WITHIN YOUR ASSIGNED REGIONS
  • CORRELATING WITH OTHER DEPARTMENTS TO ALLOW FOR A SEAMLESS RENEWAL CONTRACTING PROCESS
  • ASSESSING CUSTOMER SATISFACTION WITH THE PRODUCT TO PRE-EMPTIVELY SOLVE PROBLEMS
  • COLLECTING CUSTOMER USAGE DATA RELEVANT FOR PRODUCT DEVELOPMENT
  • SHARING BUSINESS PROCESS AND INDUSTRY BEST PRACTICES
  • PARTICIPATING IN CUSTOMER PROJECTS TO HANDLE THE AMADEUS HOSPITALITY ACTIVITIES
  • IDENTIFYING AND PURSUING OPPORTUNITIES TO IMPROVE CURRENT USAGE AND ADOPTION OF AMADEUS HOSPITALITY PRODUCTS AND SERVICES
  • IDENTIFYING OPPORTUNITIES TO EXPAND THE AMADEUS HOSPITALITY FOOTPRINT WITHIN THE ACCOUNT
  • RESPONSIBLE FOR THE 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

Requirements

About You

To succeed in this role, you will need:

  • A Bachelor's degree in a related business field or equivalent work experience
  • 5–7 years of experience in a Customer Success role
  • Experience in Revenue Management or Digital Agency preferred
  • Experience in a sales or revenue management capacity within the hospitality industry preferred
  • Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
  • Detail-oriented with a bias toward action (project management experience preferred)
  • Excellent written and verbal communication skills
  • Motivated and goal-oriented, able to work within a team as well as individually
  • Analytical mindset, able to drive conclusions from data analysis
  • Ability to persuade, influence, and negotiate
  • Fluent in English, and a second European language (ideally French or German)

What We Can Offer You

Why Work with Us?

We offer a competitive rewards package, including:

  • Bonus
  • Equity
  • Pension plan
  • Travel insurance
  • Lunch and transport allowance
  • Other benefits

A truly global DNA – Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn – Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment – Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life.

A flexible working model – We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community – We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company – Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

A critical mission and purpose – At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

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