Manager, Customer Success Management

About Your Business Area/Department

We are seeking an experienced leader to guide the Americas Airline Distribution Customer Success Management team. This role oversees all aspects of customer success, including onboarding, support, adoption, consulting, and satisfaction. This role will focus on customer retention and prioritization in a fast‑paced environment. The position will lead and motivate a team dedicated to helping airline customers achieve their goals with our products and services, supporting loyalty, retention, growth, and enhancing customer satisfaction.

The Customer Success team is comprised of dedicated experts who collaborate with our high‑potential customers to unlock the full potential of Amadeus solutions. By forging strong partnerships, we deeply understand our customers’ objectives, champion their growth, and lead them in adopting best practices that deliver measurable business value and maximize their return on investment.

Manager, Customer Success Management

• Identify opportunities for improvement.
• Ensure emphasis on solution use and adoption.
• Assist customers in maximizing adoption and utilization of Amadeus solutions.
• Conduct consultative discussions to gain in‑depth understanding of clients’ business needs, ensuring our solutions align with their strategic objectives. This role includes assignment to a primary airline and daily collaboration to support customer goals.
• Promote adoption, satisfaction, and advocacy among customers.
• Continuously monitor current solution usage and provide recommendations to customer decision makers for optimizing value from existing deployments.
• Maintain consistently high levels of customer experience and satisfaction.
• Understand the end‑to‑end operations of the customer, able to uncover new upselling or cross‑selling opportunities.
• Help customers unlock the full value of Amadeus solutions, driving higher return on investment and significant business impact through expertise and partnership.
• Build strategic relationships.
• Develop strong connections with operational experts and decision makers (like CIOs/COOs) to understand customer needs and ensure solutions support their strategic goals.
• Drive adoption, satisfaction, and advocacy.
• Monitor solution usage, advise on maximizing value, and maintain high customer satisfaction while proactively identifying upsell and cross‑sell opportunities.
• Lead post‑sales cycle & success planning.
• Own the customer success plan, orchestrate goal‑setting, and coordinate Amadeus roles to ensure successful implementation, adoption, and measurable outcomes.
• Manage ongoing customer health.
• Regularly review key metrics, share best practices, conduct health checks, and address technical challenges to keep customers progressing toward their goals.
• Support renewals & account growth.
• Collaborate with Account Managers and Sales to identify expansion opportunities, support renewals, and drive account growth in line with strategic plans.

• Education:
  
  Bachelor’s degree in business, engineering, technology, or equivalent work experience.
• Prior successful experience in a similar role (minimum of 5 years’ experience) where a significant amount of time was spent with customers, at all levels.
• Previous team‑management experience.
• Must be curious and knowledgeable about Amadeus solutions. Can extract and present solution values to customers.
• Ability to develop a network internally and at customers.
• 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 of the customer whether large or small, airline or travel seller.
• Computing:
  Experience in Microsoft Office, , Qlik, Tableau required. Ability to learn to navigate Amadeus internal tools (e.g., Win@aproch, ASH, etc).
• Language:
  English speaking required.
• Knowledge of Amadeus product / portfolio knowledge required (distribution products & NDC notably).
• Advanced understanding of the Amadeus product suite, i.e., strong familiarity with Amadeus solutions and outcomes.
• Expertise in using analytical, reporting,…