Job Title: Customer Success Specialist (FTC Maternity Cover)
PURPOSE OF THE ROLE: The Amadeus Customer Success Specialist (CSS) empowers their customers (Travel Sellers and Airlines) to unlock the most value of Amadeus solutions for higher return on their investment and business impact.
CSSs aim to bring in more 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.
The Customer Success Specialist partners with the customer to maximize adoption and to ensure that they get all the help they need to quickly achieve business outcomes after implementation of our solutions.
Customer satisfaction, solution adoption, value delivered to customers, low churn, and growth through upsells are some of the main KPIs for Customer Success Specialists.
While Account Managers continue to be the customer's primary point of contact, the Customer Success Specialist leads the post-sales cycle and is an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts.
This position is a 12-month Fixed Term Maternity Leave Cover for full-time candidates.
Main Responsibilities: - Own Customer Success Plan: Drive customer alignment and goal setting.Orchestrate Amadeus roles in engaging customers in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, methods for tracking, and Success Plan 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.If new customer or new solution, participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context. - New solution implementation: Ensure early adoption and usage.Support implementation team when sharing progress updates to key buyer/decision maker on implementation journey.Lead final "go-live" meeting – with key administrators and decision maker post-implementation to align on deployment goals.Proactively check-in post-launch discussing key data points and tactically problem-solving ways to boost adoption. - Manage ongoing customer health: Proactively review key metrics, reach out whenever they drop below target, and problem-solve ways to drive adoption.Share best practices for solution usage with customers. Engage Amadeus in consulting resources when necessary to conduct Health Checks.Lead regular (quarterly or annual) business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking.Play a coordinating support role whenever customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates.Deliver and explain dashboards relevant to customers' business outcomes.Advocate for customers internally through prioritization process with Product Management Marketing and with Amadeus's leadership engagement when necessary.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 bottlenecks 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. Relevant Work Experience: Proven experience in roles such as Account Manager, Delivery Manager, Customer Care, Product Management, or IT Account Management.Prior successful experiences where a significant amount of time was spent with customers, at all levels.Appetite to understand deep customer needs and their businesses.Demonstrated ability to advocate for customers internally.Curious and knowledgeable about Amadeus solutions.Can extract and present solution values to customers.Ability to develop network internally and at a customer. 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.
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