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Amadeus · 4 days ago

Customer Success Manager

Irving, TX

Full-time

Hybrid

Senior Level

5+ years exp

Amadeus is a leading company in travel technology solutions, and they are seeking a Customer Success Manager to empower customers in maximizing the value from Amadeus solutions. The role involves building strategic relationships, driving adoption, and ensuring customer satisfaction while supporting business expansion and achieving desired outcomes.

Air TransportationHotelInformation TechnologySoftwareTourismTravel

Work & Life Balance

Responsibilities

Ability to build strategic relationships and identify areas of improvement

Help customer increase adoption and usage of Amadeus solutions

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, be able to un-cover 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 partner-ship

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 sat-isfaction, 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

Qualification

Amadeus product knowledgeCustomer management skillsTravel industry knowledgeSalesforce.comData synthesis skillsAnalytical tools expertiseMicrosoft OfficeQlikTableauConceptual thinkingEnglish speakingCross-functional collaborationAdaptability

Required

Bachelor's degree in business, Engineering, Technology, or equivalent work experience

Minimum of 5 years' experience where significant amount of time was spent with customers, at all levels

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

Experience in Microsoft Office, Salesforce.com, Qlik, Tableau required

Ability to learn how to navigate Amadeus internal tools (eg Win@aproch, ASH, etc)

English speaking required

Amadeus product / portfolio knowledge required (distribution products & NDC 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

Ability to Travel 20 % NORAM and LATAM

Able to understand customer needs and overall business case

Advanced customer management skills (e.g., EQ) with an ability to relate to customers easily and probe to understand customer challenges

Highly adaptable and capable of evolving the success plan

Ability to work cross functionally (e.g., sales, product) in achieving account goals

Able to clearly communicate with the delivery team during handoff

Benefits

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

Company

Amadeus

Glassdoor4.1

Amadeus is a transaction processor providing transaction processing power and technology solutions for the travel and tourism industry. It is a sub-organization of Amadeus.

Founded in 1987

Madrid, Madrid, ESP

10001+ employees