Job Title

Customer Success Management PrincipalBusiness Environment

The Customer Success Manager aims to bring in more expertise to support our customer business expansion. 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. The Customer Success Manager partners with the customer to maximize adoption and to ensure that they get all the help they need to quickly get business outcomes after implementation of our solutions.

Customer Success Manager guides the post-sales cycle and is an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts.

Main Responsibilities

Ensure up-front customer alignment and goal setting:

Participate in internal handover meetings organized by the account manager to understand the account plan and customer context.

Orchestrate Amadeus roles in engaging the customer in upfront goal-setting and design – including external meetings with key decision-makers to agree on program Key Performance Indicators (KPIs), methods for tracking, and program design elements.

Co-create success plans with buyers/decision-makers, codifying program value-driving outcomes.

Set clear expectations on the engagement model with stakeholders, building a stakeholder map, communicating the role of the Customer Success Manager, and with implementation communicating resource requirements and risks, based on customer deployment readiness.

Ensure early adoption and usage:

Share progress updates with key buyers/decision-makers on the implementation journey, working with the implementation team.

Lead the final “go-live” meeting – with key administrators and decision-makers post-implementation to align on deployment.

Regularly check-in during the first 90 days post-launch, discussing key data points (user/admin login rate, number of active users) and tactically problem-solving ways to boost adoption.

Share helpful resources and collateral content with administrators in the early stages to support deployment.

Manage ongoing customer “health”:

Proactively review key metrics, reach out whenever they drop below target, and problem-solve ways to drive adoption.

Lead monthly, mid-year, and annual business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on the success charter and KPI tracking (via automated dashboards).

Play a coordinating support role whenever the customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates.

Support the account manager in renewals and expansion (upsell):

Identify upsell or expansion opportunities and engage with the relevant team (Pre-Sales and Account Management).

Check-in regularly with the account manager to discuss opportunities for account growth (in line with the account management plan) and ways to address bottlenecks to growth.

Support the account manager in renewals preparation, being pulled in by the account manager to share customer progress towards value (Customer Success Plan) that the account manager will use to drive renewals treatment.

Requirements:

Interpersonal skills such as good active listener, accountability, flexibility, collaborative and effective communicator.

Effective at problem-solving.

Relevant education or equivalent experience.

Experience in a customer-facing capacity.

Airlines business background, or airline customer-facing roles similar to account manager, solutions, or delivery management, product manager, or implementation preferably with good knowledge in Delivery Management area (Departure Control System (DCS) Customer Management (CM), Flight Management (FM), Passenger recovery), Offer (Revenue Availability, Inventory, Search and Shopping…) and Order.

Good understanding of Amadeus solutions portfolio and affinity to travel technology.

Proficient in French and English, with excellent speaking and writing skills. Other languages like Dutch are beneficial.

What we can offer you ?

🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing 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, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

🤗 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.

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

📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

How do we hire?

Online application: Submit your online application and our Talent Acquisition team will get in touch if your skills match the role. 

Phone Interview: We'll get to know each other with a short casual conversation. You'll also have the chance to ask questions. 

Online Testing: Depending on the role you applied for, you may have to do some online tests. 

Interviews: First, you'll meet one of our talent teams. Then you'll have an interview with a member or members of the team you're looking to join. 

Offer: Our Talent team will make you a job offer and welcome you to your new role with us. 

Join our global team: Where you can develop your skills and build an international career that matters. 

100% of the people we’ve recruited started by applying. Take a chance!

#LI-EMEA

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

Amadeus endeavors to make https://jobs.amadeus.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process for Amadeus France, please contact us at accommodations.france@amadeus.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.