Customer Success Manager - Airlines

Overview

Job Title Customer Success Manager - Airlines

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. As a member of the Customer Success Champions team, you will be assigned to specific customers for part of your time, while also dedicating some effort to regional strategic initiatives.

You’ll support fellow CSMs with important projects, helping to drive product adoption and boost customer satisfaction.

• Focus on use & adoption
• Ability to build strategic relationships and identify areas of improvement
• Help customer increase adoption and usage of Amadeus solutions
• Have consultative discussions, gain a deep understanding of the customer’s business and ensure our solutions support their strategic goals. Assigned to a primary airline and work with them on a daily basis
• Drive adoption, satisfaction, and advocacy among customers
• Monitor and assess the current usage of our solutions and advise the customer’s decision makers on how to gain more value out of our deployed solutions
• Keep the customer experience at high levels of satisfaction
• By understanding the end-to-end operations of the customer, uncover new upselling or cross-selling opportunities

• Empower Customers & Maximize Value - The CSM helps 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 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 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 also of the customer whether large or small, airline or Travel Seller
• Computing:
  Experience in Microsoft Office, , Qlik, Tableau required. Ability to learn how to navigate Amadeus internal tools (e.g., Win@aproch, ASH)
• Language:
  English speaking required; any other relevant language depending on customer assignment
• Amadeus product / portfolio knowledge required (Amadeus Altéa Departure Control and/or Amadeus Disruption Suite 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 and LATAM
• Able to understand…