Customer Success Operations Specialist

hace 1 semana

Madrid, Madrid, España Amadeus A tiempo completo
About the Role

We are seeking a highly skilled Customer Success Operations Specialist to join our team at Amadeus. As a key member of our Customer Success Management team, you will be responsible for ensuring the effectiveness of our Customer Success Management platform, Totango, and driving customer satisfaction and operational efficiency across our global Customer Success team.

Key Responsibilities
  • Oversee user provisioning, including adding and removing users, and assigning roles and permissions to ensure appropriate access levels.
  • Define and manage user roles to align with team responsibilities.
  • Configure and customize Totango platform according to the Customer Success Management requirements and processes.
  • Create and manage custom attributes and customer segments tailored to business needs.
  • Work closely with other departments to bring data, metrics, and KPIs into the tool to enable value-added customer conversations by the CSMs.
  • Manage the requirements collection process and drive the backlog creation for the tool 'run' phase to ensure continuous tool improvement.
  • Design and drive the UAT process for newly added functionalities.
Requirements
  • Business Administration: Demonstrates a strong foundation in business operations and management.
  • Experience with CSM/CRM Portals: Minimum of 2 years using Customer Success Management (CSM) or Customer Relationship Management (CRM) portal (Totango, Gainsight, Salesforce, etc.).
  • Technical Proficiency: Ensures technical proficiency, especially important for managing platform integrations and data security.
  • Customer Engagement: Relevant for understanding customer engagement strategies and customer success metrics.
  • Platform Management: Experience in configuring and managing the platform, creating and managing customer health scores, segments, and automated workflows.
  • Training and Usage: Hands-on experience in training team members and ensuring effective platform usage across the organization.
  • Customer Success Knowledge: Good knowledge of customer success strategies, principles, and best practices, along with a comprehensive understanding of business operations and departmental interactions.
What We Offer
  • A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life, and healthcare insurance, as well as lunch and transport allowance and 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. We care about our employees and strive to provide a supportive work environment.
  • 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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