Customer Success Manager

hace 12 horas

Zaragoza, Zaragoza, España Amadeus A tiempo completo
Job Title Customer Success Manager Summary:

The Customer Success Manager plays a pivotal role in ensuring customers derive maximum value from Amadeus products, identifying opportunities for additional products to meet customer needs, and providing proactive information to optimize product use.

This leads to improved revenue for both customers and Amadeus. The Customer Success Manager also acts as an escalation point for service concerns. Their performance is evaluated based on revenue generation, customer retention, and customer satisfaction.

The Customer Success Manager will secure renewals by demonstrating value for Amadeus solutions and building strong relationships with our clients. The Customer Success Manager must have a deep understanding of the Amadeus portfolio of products and the hospitality industry in general.

Key Responsibilities:
  1. Reach assigned retention goals by cultivating relationships with stakeholders across an assigned account.
  2. Become primary point of contact for optimization and usage of tools.
  3. Enhance proactive communications and be the customer interaction main entry point to guide the client.
  4. Ensure customers growth through product adoption and optimize use of products.
  5. Retention: identify risks and ensure the renewal of the assigned portfolio.
  6. Generate Amadeus Hospitality revenue through upsell and cross-sell and ensure clients are seeing the value of Amadeus products.
  7. Collaborate with Directors of Sales within your assigned regions.
  8. Collaborate/coordinate with other departments to allow for a seamless renewal contracting process.

Evaluate satisfaction of customer with product to pre-emptively solve problems. Gather customer usage data relevant for product development. Collect and share business process and industry best practices. Participate in customer projects to handle the Amadeus Hospitality activities. Identify and action opportunities to improve current usage and adoption of Amadeus Hospitality products and services. Identify opportunities to expand the Amadeus Hospitality footprint within the account.

Responsible 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.

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