Customer Success Management Principal

Job Title

Customer Success Management Principal

Purpose of the Role

Amadeus Customer Success Manager (CSMs) empower Travel Sellers to maximize the value of Amadeus solutions, ensuring a higher return on investment and significant business impact. CSMs bring expertise to support customer business expansion, understanding their needs and constraints to promote early adoption and optimal usage of Amadeus products. This enables Amadeus to respond swiftly and accurately to customer needs.

CSMs partner with customers to maximize adoption and ensure they achieve desired business outcomes post-implementation. Key performance indicators (KPIs) for CSMs include customer satisfaction, solution adoption, value delivered to customers, low churn, and growth through upsells. While Account Managers remain the primary point of contact, CSMs guide the post-sales cycle, playing a crucial role in successful sales, renewals, and account expansion.

Depending on the size, complexity, and strategic value of the customer, a CSM may be assigned to one or multiple accounts. CSMs work closely with Account Managers and are integral members of the Extended Account Team.

Roles and Responsibilities

- Common Accountabilities

• Technical Proficiency: Ensure the team performs at a high level, recognized for their expertise in their area, and may formally train Specialists/Senior Specialists.

• Business Insight: Understand how main business drivers impact their area, assess complex problems with broad impact, improve processes, recommend solutions, and develop risk mitigation plans. Communicate complex information effectively.

• Autonomy: Work with a significant level of independence and collaboration based on management directions, guide projects or contribute to cross-functional projects, and may contribute to resource and budget planning.

- Facilitate Up-Front Customer Alignment and Goal-Setting

• Support strategic Travel Agency customers.

• Participate in internal handover meetings organized by Account Managers to understand the Account Plan and customer context.

• Coordinate Amadeus roles in engaging customers in goal-setting and design, including meetings with key decision-makers to agree on program KPIs, tracking methods, and program design elements.

• Co-create success plans with buyers/decision-makers, codifying program value-driving outcomes.

• Set clear expectations on the engagement model with stakeholders, building a stakeholder map, communicating the role of CSM, and discussing resource requirements and risks based on customer deployment readiness.

- Ensure Early Adoption and Usage

• Share progress updates with key buyers/decision-makers on the implementation journey, working with the implementation team.

• Lead final “go-live” meetings with key administrators and decision-makers post-implementation to align on deployment.

• Regularly check-in during the first 90 days post-launch, discussing key data points (user/admin login rate, number of active users) and tactically finding ways to boost adoption.

• Share helpful resources and collateral content with administrators in the early stages to support deployment.

- Manage Ongoing Customer Health

• Proactively review key metrics, reach out when they drop below target, and find ways to drive adoption.

• Conduct monthly, mid-year, and annual business reviews to discuss Amadeus's progress towards value and opportunities for improvement based on the success charter and KPI tracking (via automated dashboards).

• Play a coordinating support role when customers face technical challenges by activating individuals with relevant expertise and providing progress updates.

- Support Account Managers in Renewals and Expansion (Upsell)

• Identify growth or expansion opportunities and engage with relevant teams (Pre-Sales and Account Management).

• Regularly check in with Account Managers to discuss opportunities for account growth (in line with the Account Plan) and ways to address growth bottlenecks.

• Support Account Managers in renewals preparation, sharing customer progress towards value (Customer Success Plan) to drive renewals treatment.

About the Ideal Candidate

• 8+ years of experience in the Travel Industry, with experience in air travel/flights and API/Web Services (desirable).

• Experience in roles involving significant customer interaction at all levels, with a strong understanding of customer needs and business drivers.

• Demonstrated ability to advocate for customers internally, with curiosity and knowledge about Amadeus solutions.

• Ability to develop networks internally and with customers.

• Bachelor's degree in business or related fields.

• Previous hands-on experience as Account Manager, Delivery Manager, Customer Care, Product Management, IT Account Management or other similar roles.

• Proficiency in Microsoft Office, Salesforce.com, Qlik, Tableau.

• Effective verbal and written communication skills.

• Proficient in English and Chinese language

What we can offer you ? 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

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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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.

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