Job Title
Amadeus is the leading technology provider to the travel industry and is present in 190+ countries around the world. Our innovative solutions power every part of a traveler’s journey, From airlines to search engines, travel agencies to hotels, the world's top travel brands rely on Amadeus to help create exceptional traveler experiences.
Summary of the role:
As a Customer Success Management Principal, you will be responsible for managing large and high-potential customers, empowering them to unlock the full value of Amadeus solutions for greater return on investment and tangible business impact.
You will bring strategic expertise to support our customers in their business growth and expansion. This role requires a deep understanding of customer needs and constraints, driving early adoption and best-in-class usage of Amadeus products to ensure maximum value is achieved.
In close partnership with customers, you will work to maximize adoption and ensure they receive the necessary support to rapidly realize business outcomes following the implementation of our solutions.
You will lead the post-sales cycle, playing a critical role not only in delivering successful implementations but also in promoting renewals and account expansions.
Common accountabilities:
Proficient in technical knowledge to ensure team performs at a high level. Is recognized as a leader in own area and may formally train Specialists/Senior Specialists.
Understands how main business drivers may impact on own area. Can assess complex problems with broad impact on the activity, improve processes, recommend solutions and risk mitigation plans. Able to communicate complex information.
Works with a high level of autonomy, based on management directions. Leads projects or contributes to broad cross-functional projects. May contribute to planning of resources and budget.
Specific accountabilities:
Drive up-front customer alignment and goal-setting:
Participate in internal handover meetings organized by AM to understand Account Plan and customer context
Orchestrate Amadeus roles in engaging customer in upfront goal-setting and design – including external meetings with (key) decision makers to agree on program KPIs, method for tracking, and program design elements
Co-create success plan with buyer / decision makers, codifying program value-driving outcomes
Set clear expectations on engagement model with stakeholders building stakeholder map, communicating role of CSM, and with implementation communicating resource requirements, and risks, based on customer deployment readiness
Ensure early adoption and usage:
Share progress updates to key buyer / decision maker on implementation journey working with implementation team
Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment
Proactively check-in during first 90 days post launch discussing key data points (user/admin login rate, number of active users) and tactically problem-solve ways to boost adoption
Share helpful resources and collateral content with administrators in 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 success charter and KPI tracking (via automated dashboards)
Play coordinating support role whenever customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates
Support AM in renewals and expansion (upsell):
Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management).
Check-in regularly with AM to discuss opportunities for account growth (in line with AM account plan), and ways to address bottle-necks to growth.
Support AM in renewals preparation, being pulled in by AM to share customer progress towards value (Customer Success Plan) that AM will use to drive renewals treatment
Application Process
The application process is easy and fast. Create your candidate profile manually or upload your CV/Resumé.
Are you the one we’re looking for? Apply now!
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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.
