Customer Success Manager

Job Title Customer Success Manager Location : Bogota Colombia, Dallas Texas, or El Salvador About Your Business Area/ Department The Customer Success team is comprised of dedicated experts who collaborate with our high-potential customers to unlock the full potential of Amadeus solutions. By forging strong partnerships, we deeply understand our customers’ objectives, champion their growth, and lead them in adopting best practices that deliver measurable business value and maximize their return on investment. Summary Of The Role The Amadeus Customer Success Manager (CSM) empowers their customers to unlock the most value of Amadeus solutions for a higher return on their investment and a more significant business impact. CSMS bring expertise to support our customer business expansion. They are responsible for understanding the needs and constraints of customers and then promoting early adoption and best usage of Amadeus products to derive maximum value for the customer. They enable Amadeus to respond faster and more precisely to customer needs, ensuring their success and satisfaction. The Customer Success Managers partner with the customer to maximize adoption and ensure they get all the assistance they need to quickly achieve desired business outcomes after implementing our solutions. Customer satisfaction, solution adoption, value delivered to customers, low churn, and growth through upsells are KPIs for CSMs. CSMS are essential to identify a successful upsell, promote renewals, and expand accounts. Depending on a customer’s size, complexity, and strategic value to Amadeus, a CSM can be assigned to one or multiple accounts. When working with Strategic Accounts, the CSM shapes and coordinates the work of the Extended Account Team. CSMS work with the different distribution channels, including NDC and EDIFACT, and with Airlines using Amadeus Altea, Navitaire, or 3rd party PSS systems. In This Role You'll Own the distribution customer success plan Drive customer alignment and goal-setting Orchestrate Amadeus roles in engaging customer in upfront goal-setting – including external meetings with key decision makers to agree on KPIs, method for tracking, and Success Plan elements Co-create a success plan with buyer/decision makers, codifying program value-driving outcomes Set clear expectations on engagement model with stakeholders, build a stakeholder map, communicate the role of the CSM, and with implementation, communicate resource requirements and risks based on customer deployment readiness If a new customer or new solution, participate in internal handover meetings organized by the Account Manager to understand the Account Plan and customer context New Solution Implementation Ensure adoption and usage Support the implementation team when sharing progress updates to key buyer/decision maker on the implementation journey Co-lead the final “go-live” meeting with key administrators and decision makers post-implementation to align on deployment goals Proactively check in post-launch, discussing key data points and tactically problem-solve ways to boost adoption Manage Ongoing Customer Health Proactively review key metrics, reach out when they drop below target, and problem-solve ways to drive adoption Share best practices for solution usage with customers. Engage Amadeus consulting resources when necessary to conduct Health Checks Lead regular distribution success reviews to discuss value progression and opportunities for improvement based on success charter and KPI tracking Coordinate support by activating experts to address technical challenges and provide progress updates Deliver and explain dashboards relevant to the customer’s business outcomes Advocate for the customer internally through prioritization with Product Management, Marketing, and Amadeus leadership when necessary Provide functional support and orchestrate (new) business requirements through the customer and product cycles Ensure customer satisfaction: regularly check in to gather feedback and improve satisfaction scores (e.g., NPS). Collaborate with the account team to analyze Amadeus Customer Relationship Survey results and follow up on related action plans Support AM in Renewals and Expansion (Upsell) Identify upsell or expansion opportunities and engage with the relevant teams (Pre-Sales and Account Management). Open leads as required Check in regularly with AM to discuss opportunities for account growth and address bottlenecks to growth Support AM and Distribution Sales in renewals preparation, sharing customer progress towards value (Customer Success Plan) to drive renewals About The Ideal Candidate Education: Bachelor’s degree in Business, Engineering, Technology, or equivalent work experience Minimum 5 years of successful customer-facing experience Curious and knowledgeable about Amadeus solutions; able to extract and present solution value to customers Ability to develop networks internally and at the customer Experience in roles such as Account Manager, Delivery Manager, Customer Care, Product Management, or IT Account Management Advanced understanding of the travel industry and customer needs Computing: Experience in Microsoft Office, Salesforce.com, Qlik, Tableau; ability to navigate Amadeus internal tools Language: English required; additional languages depending on assignment Amadeus product/portfolio knowledge, including distribution products and NDC Advanced understanding of Amadeus product suite and outcomes Experience with analytical, reporting, planning, and marketing tools Strong data synthesis skills to draw insights from indicators Ability to develop customer-specific use cases Travel 20% – NORAM and LATAM Able to understand customer needs and business case Advanced customer management skills and ability to relate to customers and probe challenges Highly adaptable and able to evolve the success plan Ability to work cross-functionally with sales, product, and other teams Able to clearly communicate to delivery team during handoff What We Can Offer You Competitive remuneration, annual bonus, vacation and holiday paid time off, health insurances, and other benefits Hybrid working model Professional development through online learning hubs for technical and soft skills Diverse and inclusive workplace at one of the world’s top travel technology companies Working at Amadeus A global, mission-driven company with a focus on travel technology and impact Global DNA, processes, and culture Opportunities to learn through on-the-job training and formal programs A supportive environment for career and personal life Attractive remuneration packages, including salary and benefits A diverse and inclusive community A reliable company with trusted relationships 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. 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. #J-18808-Ljbffr