Job Title

Purpose of the role:

Airport & Airline Operations is the BU in offering a comprehensive solution for airports, airlines and ground handlers; this includes a suite for airline operations, airport management, passenger processing and ground handling solutions, enabling 1A customers to offer a differentiated passenger experience to their customers, simplify and automate their operations, maximize efficiency and minimize revenue leakage. Our portfolio also addresses the travel industry’s challenge and focuses on sustainability (e.g fuel consumption solutions). Airport Operations is a strategic business opportunity for Amadeus and a key area of growth: airports are transforming to offer better end-to-end experiences, with self-service/automation capabilities, touchless interaction and biometrically enabled touchpoints, and Amadeus is uniquely positioned to support this transformation.  The Airline Operations portfolio is focused on solutions to automate key airport processes, from passenger check-in to departure by optimizing every revenue opportunity right up to departure.

Airport & Airline Operations is a global organization, with around 1950 employees distributed across the world, covering all functions from commercial and strategy to delivery and operations, including solutions, R&D and implementation. The current Airport & Airline Operations organization is the result of organic and inorganic growth (3 M&A), including the latest Vision-Box. VB Vision-Box™ is a leading partner of the airports, airlines, governments and private entities supporting them optimizing the identification and flow of travelers, establishing trusted biometric identity enrollment, verification and authentication processes.

The Senior Vice President of AOP Americas Commercial organization leads and motivates a team of 30 Account Managers, Customer Success Managers and Presales consultants focused on offering AOP solutions to 1A customers. The person in this role will define and drive the commercial strategy for AOP in Americas region and will  identify and prioritize business opportunities. This role will also establish and nurture strategic partnerships both within Amadeus and the customer's organization, advocate for customers within Amadeus as well as represent Amadeus within the customer organization. and achieve business targets, Amadeus objectives and expand market scope.

In role you’ll:

Vision & Strategy:

Define and execute the Airport & Airline Operations and Vision-Box strategy in Americas region

Define, position, own, continuously improve and communicate the key account/regional strategy and vision to Account Managers, Customer Success Managers, Presales Teams, Extended Account Teams, Top Management and the Account Management community in Americas region  

Ensure alignment of customer needs with all BUs objectives and approve acquisition, development and retention strategic plans  

Drive elaboration and communication of Account Development Plans and ensure update, delivery and implementation to meet agreed timing and standards

Lead Presales activities:    

Conduct discovery workshops with customers and/or prospects.

Develop relationship across customer's organization necessary to understand business strategy, requirements, challenges and decision processes to propose adapted IT solutions.

Lead functional and technical scoping workshops in identifying and referencing all gaps and interfaces to be developed

Recommend solutions that optimize value for both the customer and Amadeus

Coordinate the approval process ensuring sign-off of customer and Amadeus internal stakeholder groups - Leverage deep product knowledge to drive customization and integration of new applications

Work alongside account management, sales and key stakeholders to develop and present customer proposals (RFP/RFI engagements and unsolicited proposals)

Lead Account Management activities:  

Develop a strong rapport with primary customer point of contacts and develop network of relationships across the customer organization

Initiate acquisition/upsell/cross-sell opportunities by uncovering customer challenges / needs and articulating the value proposition to the customer

Identify & develop new business opportunities while maintaining or increasing revenue and profitability

Qualify leads with support and insights of the account team (pre-sales, CSM)

Initiate and secure pre-sales engagement when applicable (solution / discovery workshops, product demos).

Prepare, present, negotiate and secure detailed commercial proposals

Build and update  the account development plan (ADP) together with the account team to:

Represent customer’s business, strategy and stakeholders

Represent our business relationship with the customer and its SWOT

Oversee the Account Development Plan process Leading Customer Success Management

Lead Customer Success Management activities:  

Build and maintain strong customer relationships to ensure key account or regional customers satisfaction & retention

Advocate and customer voice into Amadeus to ensure the best service to customer

Raise customer issues and ensure timely & satisfactory resolution

New solution implementation: ensure early adoption and usage, Support implementation

Define, select, and monitor the implementation of the level of service appropriate for each customer while retaining profitability, approve corrective actions

Orchestrate Amadeus roles in engaging customer in upfront goal setting

Holds regular business reviews with customer to review performance, share company updates, market insights and align priorities and plans in coordination with CSM for the customer success plans

Support AM in renewals and expansion (upsell)

Manage ongoing customer health: Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption

Team management & talent development:

Ensure adoption and implementation of the key account/regional vision and strategy at all levels of the organization through the performance review process

Set objectives and monitor performance of Account Manager team, Customer Success Team and Presales Team

Identify, recruit, manage and motivate team members as needed

Set up a continuous improvement process for measuring and improving staff performance, satisfaction and skills (via targeted training) throughout the key a/ regional team - Identifies, develops, and retains talent within the team

About the Ideal Candidate:

Bachelor’s degree and/or equivalent work experience

15+ years’ previous experience within Airlines/Airports in a leadership role

15 + years of Team leadership experience managing teams globally

Proven track record of implementing and capturing new business opportunities/extra-large deals within a specified geographic territory and/or customer segment  

Ability to anticipate future industry and organizational strategies to achieve competitive advantage.

Advanced industry knowledge

Extensive experience in strategy and planning

Advanced negotiation skills

Ability to travel globally

Working at Amadeus, you will find:

🎯 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

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.

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