Job Title
Customer Success Management Senior SpecialistSummary of the Role
The Customer Success Management Senior Specialist, Airlines ensures customers maximize the benefits of Amadeus products and identifies additional product opportunities. The role involves optimizing product use, promoting the best practices, and is evaluated on revenue, retention, and satisfaction. She/He builds effective relationships, serves as the primary contact for product optimization, and collaborates with teams for seamless renewals. Evaluate customer satisfaction, address issues proactively, and showcase the value of Amadeus solutions to support renewals and foster effective relationships with airline accounts.
In This Role You'll / Your Main Responsibilities
Own Customer Success Plan:Involve customers in setting goals and defining KPIs. Collaborate with stakeholders to outline clear program outcomes and expectations. Create a stakeholder map, clarify roles, and coordinate resources with the implementation team. Attend internal handover meetings to understand customer context.
Ensure Early Adoption and Usage:Provide regular updates during implementation. Lead "go-live" meetings to confirm objectives, and perform post-launch check-ins to review metrics and boost adoption.
Manage Ongoing Customer Health:
Monitor key metrics, address gaps, and use consulting resources for health checks. Conduct business reviews, coordinate technical support, share dashboards, and advocate for customer interests.
Support Renewals and Expansion:
Work with Pre-Sales and Account Managers to identify growth and resolve issues. Share documented progress before renewals to ensure a seamless process.
About the Ideal Candidate
Deep understanding of the Amadeus ALTEA product suite, with the ability to extract and present solution values to customers.
7-10 years of successful experience working with airlines, preferably in solutions and IT departments, at all levels including senior management.
Proven ability to advocate for customers internally.
Comprehensive understanding of the travel industry and customer needs.
Excellent networking and stakeholder management skills.
Motivated and goal-oriented, capable of working both within a team and independently.
Effective communication, influence, and negotiation skills.
Strong data synthesis skills, with the ability to draw insights from diverse indicators.
Excellent conceptual thinking skills to develop customer-specific use cases.
Previous roles such as Delivery Manager, Customer Care, or Product Management is an advantage.
Business proficiency in Japanese and English
What we can offer you
A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.
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, from on-the-job training to formal activities, and daily interactions.
A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.
A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.
A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.
#LI-APAC24
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 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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