Customer Success Manager

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* Job Title:

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* ** Customer Success Manager
*** Drive customer alignment and goal-setting
* Orchestrate Amadeus roles in engaging customer in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, method for tracking, and Success Plan elements
* Co-create success plan with buyer / decision makers, codifying program value-driving outcomes
* Set clear expectations on engagement model with stakeholders building stakeholder map, communicating role of CSM, and with implementation, communicating resource requirements, and risks, based on customer deployment readiness
* If new customer or new solution, Participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context
* Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption
* Share best practices for solution usage with customers. Engage Amadeus consulting resources when necessary to conduct Health Checks.
* When and where relevant, lead regular distribution success reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking
* Play coordinating support role whenever customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates
* Deliver and explain dashboards relevant to customers business outcomes
* Advocate for customer internally through prioritization process with Product Management Marketing  and with Amadeus leadership engagement when necessary.
* Provide functional support and Orchestrate (new) business requirements through the customer & product cycles
* Ensure customer satisfaction:
Regularly and proactively check in with customers to gather feedback and increase satisfaction scores (e.g., NPS). Collaboratively with the account team, organize the analysis of the Amadeus Customer Relationship Survey results, create or update the related action plan, and follow up on it. Support the Amadeus Customer Relationship Survey process globally by representing airline distribution customers' needs: handling preparation activities, suggesting improvements in the survey and process, etc.
* Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management). Open leads as required accordingly.
* Check-in regularly with AM to discuss opportunities for account growth (in line with AM account plan), and ways to address bottle-necks to growth
* Support AM & Distribution Sales in renewals preparation, being pulled in by AM to share customer progress towards value (Customer Success Plan) that AM will use to drive renewals treatment

* Education:

Bachelor's degree in Business, Engineering, Technology, or equivalent work experience.
* Prior successful experiences (minimum of 5 years experience) where significant amount of time was spent with customers, at all level.
* Must be curious and knowledgeable about Amadeus solutions. Can extract and present solution values to customers.
* Ability to develop network internally and at customer.
* Prior experience in roles such as:
Account Manager, Delivery Manager, Customer Care, Product Management, or IT Account Management.
* Advanced understanding of the travel industry (players, trends, principles) and also of the customer whether large or small, airline or Travel Seller.
* Computing:
Experience in Microsoft Office, , Qlik, Tableau required. Ability to learn how navigate Amadeus internal tools (eg Win@aproch, ASH, etc)
* Language:
English speaking required, any other relevant language depending on customer assignment.
* Amadeus product / portfolio knowledge required (distribution products & NDC notably)
* Advanced understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes
* Expertise in using analytical, reporting, planning, and marketing tools
* Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators
* Must possess advanced conceptual thinking skills to develop customer specific use cases
* Travel 20 % NORAM…