Senior Customer Success Manager
il y a 7 jours
Job Title
Senior Customer Success Manager
Summary:
As a Senior Customer Success Manager at Amadeus, you will be responsible for managing medium to large-sized customers, supporting them to maximize the value from our solutions and drive higher return on investment and business impact. Your primary goal will be to provide additional expertise to support our customers' business expansion, understanding their needs and challenges, and encouraging early adoption and optimal usage of our products to derive maximum value for the customer.
Key Responsibilities:
- Participate in internal handover meetings to understand the account plan and customer context.
- Collaborate with Amadeus roles to engage customers in upfront goal-setting and design.
- Develop a success plan with buyers/decision makers, outlining program value-driving outcomes.
- Establish mutual expectations on the engagement model with stakeholders.
- Share progress updates with key buyers/decision makers on the implementation journey.
Common Accountabilities:
- Has relevant experience and technical/functional knowledge in own discipline.
- Understands how own area contributes to the business.
- Serves as a resource for colleagues with varying levels of experience and supports team members.
- Contributes to decisions related to own activity, considering dependencies and consequences in various scenarios.
- Works autonomously within a plan developed with the manager, with some guidance on more challenging situations.
Specific Accountabilities:
- Facilitate the final 'go-live' meeting with key administrators and decision-makers post-implementation.
- Regularly check-in during the first 90 days post-launch, discussing key data points and collaboratively finding ways to boost adoption.
- Share helpful resources and collateral content with administrators in the early stages to support deployment.
- Proactively review key metrics, reach out whenever they drop below target, and collaboratively find ways to drive adoption.
- Lead monthly, mid-year, and annual business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement.
About the Ideal Candidate:
- University degree in Computer Science or related field, or equivalent work experience.
- Experience in Customer Success.
- Fluent in both written and spoken English.
- Experience in the Travel Industry is mandatory.
- Strong communication and collaboration skills.
- Ability to work autonomously and as part of a team.
- Proficiency in developing and maintaining customer relationships.
What We Can Offer:
- A complete rewards offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
- A truly global DNA, with a footprint, processes, and culture that reflect our global nature.
- Great opportunities to learn, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
- A caring environment, nurturing both a fulfilling career and personal and family life.
- A flexible working model, allowing employees to do their best work, wherever and however it works best for them.
- A diverse and inclusive community, committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
- A Reliable Company, with trust and reliability as fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
- A critical mission and purpose, powering the future of travel and pursuing a critical mission and extraordinary purpose.
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