Job Title

Summary of the role

The role of the Customer Success Management Principal is to provide quality and consistency of ongoing service delivery and field service management for the range of Amadeus Airport IT products and services to a specific airport customer, in this case, airports in the Japan region. The role will act as the Single Point of Contact for the customer to address all their queries, concerns, and service requests, working with the Amadeus internal team to provide timely resolutions, as well as mobilising line organisations to assure delivery of Amadeus commitments in line with customer expectations.

In this role you’ll / Your main responsibilities

Incident Management:

Overall responsibility for customer incident management with Amadeus products and services.

Work and follow up with internal resolver groups, including respective Research and Development teams, to achieve the shortest time restoration to meet customer contractual service level agreements (SLAs).

Create, update, and close incidents using internal systems and customer service portals.

Initiate timely escalations to management and specialized resolver groups if issues cannot be resolved locally within the stipulated SLA timeframe.

Provide Root Cause Analysis, possible workarounds, resolution details, and Post Incident Reports to customers for high-severity incidents.

Problem Management:

Identify problems and bugs in customer systems and applications through incidents.

Follow up with internal resolver groups to provide releases and fixes to address these issues.

Change Management:

Oversee the customer Change Management process.

Work with Business Analysts to understand and scope customer requirements.

Collaborate with R&D teams to provide change proposals to customers.

Release Management:

Coordinate and participate in system and application troubleshooting, log analysis, and User Acceptance Testing with customers.

Work with internal platform and release teams for deployment to customer production platforms.

Asset Management:

Responsible for all assets in the airport and ensure all asset movements are up to date in the inventory list.

Preventive Maintenance:

Schedule, drive, and ensure that the field services team performs the required preventive maintenance to avoid or mitigate equipment failure consequences.

Service Level Reporting and Service Improvement:

Prepare monthly service review and performance reports based on Amadeus products and services.

Attend customer monthly end-user and Service Review Performance meetings.

Vision and Strategy:

Understand the Amadeus strategy and vision.

Understand customer business, strategy, and challenges.

Assist Account Management in defining the Account Development Plan (ADP).
 

Customer Management, Delivery & Reporting:

Develop existing relationships with both IT and Business executives.

Provide quality and consistency of ongoing delivery in IT and Airport IT.

Facilitate the transition from implementation to the customer management phase.

Obtain committed delivery timescales internally and communicate accordingly with the customer.

Plan and coordinate Steering and regular meetings with the customer.

Ensure that the delivered solution or service to the customer corresponds to what has been defined in the contract and that the customer understands its full capability.

Business Development:

Analyze customer products and service requirements.

Identify up-sell opportunities.

Support salesforce and Account Managers in the promotion and sale of IT Solutions.

Assist the customer in formalizing any functional requirements.

Assist Marketing Portfolio and Product management in gathering competitive information and in customer satisfaction surveys.

Identify consulting opportunities.

Internal Communication:

Ensure and facilitate a high degree of interaction with Amadeus stakeholders.

Actively share account information within Amadeus.

Collaborate on knowledge creation.

Identify, share, and re-use functional Best Practices.

Resource and Skills Development:

Stay up to date with product evolutions and Portfolio expansion.

Adopt and implement the Account Management vision and strategy.

Adhere to standard Delivery Management processes, procedures, tools, and techniques.

Participate in a continuous improvement process for measuring and improving performance, satisfaction, and skills (via targeted training).

Lead continual service improvement processes.

About the ideal candidate

 Bachelor’s Degree in Information Technology, Computer Science, or a related field.

Minimum 3 years in the airport IT industry or domain and in people management, handling a team of field services technicians and/or engineers.

Experience in incident, problem, and change management related to airport IT systems and network environments.

Specific experience in Delivery Management, acting as a Service or Technical Operation, Delivery, Project/Program Manager in the (Airport) IT industry.

Experience with Common Used Passenger Processing System (CUPPS), Common Used Self-Services (CUSS) kiosks, Self Service Bag Drops (SSBD), Automated Boarding Gates, and Passenger Reconciliation System (PRS).

Application process 

The application process is easy and fast. Create manually your candidate profile or uploading your CV/Resumé. 

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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.