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Amadeus · 1 day ago

Manager, Customer Success Management

Irving, TX

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Amadeus is a global leader in the travel industry, and they are seeking an experienced leader to guide their Americas Airline Distribution Customer Success Management team. This role focuses on customer retention, satisfaction, and the successful implementation and adoption of Amadeus solutions, while leading a dedicated team to help airline customers achieve their goals.

Air TransportationHotelInformation TechnologySoftwareTourismTravel

Work & Life Balance

Responsibilities

Identify opportunities for improvement

Ensure emphasis on solution use and adoption

Assist customers in maximizing adoption and utilization of Amadeus solutions

Conduct consultative discussions to gain in-depth understanding of clients’ business needs, ensuring our solutions align with their strategic objectives. This role includes assignment to a primary airline and daily collaboration to support customer goals

Promote adoption, satisfaction, and advocacy among customers

Continuously monitor current solution usage and provide recommendations to customer decision makers for optimizing value from existing deployments

Maintain consistently high levels of customer experience and satisfaction

Understand the end-to-end operations of the customer, able to un-cover new upselling or cross-selling opportunities

Help 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 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

Qualification

Customer Success ManagementAmadeus solutions knowledgeTeam ManagementAnalytical skillsTravel industry knowledgeSalesforce.comMicrosoft OfficeQlikTableauCustomer management skillsEnglish speakingCross-functional collaborationCommunication skillsAdaptability

Required

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

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

Previous Team Management experience

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

Knowledge of 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

Advanced data synthesis skills, with an ability to draw insights from a diverse set of indicators

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.

A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

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.

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 diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

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