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Customer Success Manager
hace 2 semanas
Job Title
Customer Success Manager
Summary
The Customer Success Manager (CSM) ensures customers realize the full value of Amadeus products, proactively shares insights to optimize usage, and identifies additional solutions that meet customer needs—leading to improved revenue outcomes for both customers and Amadeus. The CSM also serves as the escalation point for service concerns. Performance is evaluated based on revenue generation, customer retention, and customer satisfaction. The CSM will secure renewals by demonstrating the value of Amadeus solutions and building strong, trust‑based relationships. The CSM has, or is eager to develop, a deep understanding of the Amadeus portfolio and the broader hospitality industry. The CSM partners closely with an assigned set of customers to grow customers' revenues and Amadeus revenues.
In This Role You Will
- Build multi‑level relationships across assigned accounts to reach retention goals
- serve as the primary point of contact for product adoption, optimization, and proactive guidance and act as the escalation point for service concerns.
- Manage retention by identifying risks early and driving renewals and collaborate with Directors of Sales and cross‑functional teams (Sales, Product, and others) to ensure a seamless renewal and contracting process.
- Grow revenue by identifying opportunities to expand the Amadeus Hospitality footprint in alignment with client goals, ensuring clients see measurable value.
- Use data and customer feedback to assess satisfaction and product usage; gather usage insights to inform product development; prepare value‑driven materials for business review calls (e.g., booking patterns, customer profiles, competitive sets, system usage, and marketing/media performance).
- Participate in customer projects and provide guidance on revenue management, marketing, product optimization, and budget planning to drive organic growth.
About The Ideal Candidate
- Bachelor's degree in a related field or equivalent practical experience; approximately
- 5–7 years in a Customer Success or comparable role, ideally within hospitality, revenue management, or a digital agency.
- Organized and proactive, with demonstrated ability to manage multiple priorities and deadlines effectively (project management experience preferred).
- Excellent written and verbal communication and skilled at stakeholder management with the ability to influence and negotiate.
- Analytical and comfortable using data to draw conclusions and translate insights into action.
- Works well both independently and with a team; fluent in English, and a second European language is a plus (ideally Dutch, French, German, or Italian).
What We Can Offer You
A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer.
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 hybrid working model - We want our employees to do their best work, however the hybrid model 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.
Join us and take your career to the next level while making a significant impact on product development and user experience
**Diversity & Inclusion****
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
