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Senior Specialist in Customer Success Operations
Il y a 3 mois
Job Title
Customer Success Operations, Senior SpecialistOverview:
We are in search of a Business Administrator to oversee and optimize our Customer Success Management platform, Totango, utilized by over 250 Customer Success Managers (CSMs) within our Travel Unit. The initial focus will be on Airlines and Travel Sellers, with opportunities for future expansion into additional business lines. This role is vital for ensuring the platform's efficiency, encompassing responsibilities such as managing end-user requirements, configuring and testing the platform, user provisioning, advanced user support, integration management, workflow automation, and analytics/reporting.
This position also entails training end-users, developing user support materials, ensuring data security, and maintaining compliance with regulations. The ideal candidate will possess experience in Customer Success or Customer Success Operations, platform administration, and a robust understanding of Customer Success metrics. This role is essential for enhancing customer satisfaction and operational efficiency across our global Customer Success team. We encourage candidates from diverse backgrounds to apply, as varied perspectives are integral to our success.
Key Responsibilities:
User Management
Oversee user provisioning, including adding and removing users, and assigning roles and permissions to ensure appropriate access levels.Define and manage user roles to align with team responsibilities.Configuration and Customization
Configure and customize the Totango platform according to the Customer Success Management requirements and processes.Create and manage custom attributes and customer segments tailored to business needs.Collaborate with other departments to integrate data, metrics, and KPIs into the tool, enabling value-adding customer interactions by the CSMs.Integration Management
Work with DTS to support the management of data integrations with other systems.Ensure data synchronization between Totango and integrated systems, maintaining data accuracy and consistency.Analytics and Reporting
Design and manage dashboards to provide insights into platform adoption among the CSMs in various regions.Analyze internal customer feedback for platform evolution and enhancement.Collaborate with the Commercial & Marketing Analytics team to ensure data consistency between Totango and analytical tools used in the Travel Unit (e.g., Qlik, PowerBI).Requirements and User Acceptance Testing (UAT)
Manage the requirements collection process and drive the backlog creation for the tool's operational phase to ensure continuous improvement.Design and lead the UAT process for newly added functionalities.Communication & Knowledge Management
Develop, prepare, and deliver training sessions to end users as needed.Prepare content for Totango release communication notes, Tips & Tricks, and/or knowledge management platforms.Actively promote change and collaborate with the Commercial Operations team to secure Totango's adoption.Ideal Candidate Profile:
Business Administration: Demonstrates a solid foundation in business operations and management.Experience with CSM/CRM Portals: Minimum of 2 years utilizing Customer Success Management (CSM) or Customer Relationship Management (CRM) portals (Totango, Gainsight, Salesforce, etc.).Technical Proficiency: Ensures technical proficiency, particularly important for managing platform integrations and data security.Customer Engagement: Relevant for understanding customer engagement strategies and customer success metrics.Platform Management: Experience in configuring and managing the platform, creating and managing customer health scores, segments, and automated workflows.Training and Usage: Hands-on experience in training team members and ensuring effective platform usage across the organization.Customer Success Knowledge: Good understanding of customer success strategies, principles, and best practices, along with a comprehensive understanding of business operations and departmental interactions.Additional Certifications (Optional but Preferred):
Customer Success Management Certification: Demonstrates specialized knowledge in customer success strategies and best practices.Project Management Certification (e.g., PMP, CAPM): Beneficial for managing and streamlining workflows and automation processes.Data Analytics Certification: Useful for effectively handling analytics and reporting responsibilities.What We Offer:
A comprehensive rewards package - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonuses, equity, pension plans, travel, life and healthcare insurance, as well as lunch and transport allowances and other benefits.A truly global environment - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.Great opportunities for learning - Learning occurs continuously and in various ways at Amadeus, through on-the-job training, formal learning activities, and daily interactions with colleagues.A supportive environment - Amadeus fosters a caring atmosphere, nurturing both a fulfilling career and personal and family life. We prioritize our employees and strive to provide a supportive work environment.A flexible working model - We want our employees to perform their best work, wherever and however it suits 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 guide 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 significant mission and extraordinary purpose.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 serving 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.
