Manager, Customer Success Management

Manager, Customer Success Management

The Amadeus Customer Success Manager (CSM) empowers their customers to unlock the most value of Amadeus solutions for higher return on their investment and business impact. CSMs bring 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, ensuring their success and satisfaction. CSMs partner 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 satisfaction, solution adoption, value delivered to customer, low churn, growth through upsells are some on the main KPIs for Customer Success Managers.Working hand in hand with Account Managers and Presales team, Customer Success Managers lead the post-sales cycle and are an essential part of completing a successful a sale, as well as promoting renewals and expansion of accounts. 

Airline Distribution CSMs can be assigned to one or multiple Airline accounts. When working with Strategic Accounts, CSM is key in shaping and coordinating the work of the Extended Account Team. CSMs work with the different distribution channels, including NDC and EDIFACT, and with Airlines using Amadeus Altea, Navitaire, or 3rd party PSS systems.

Key accountabilities

Talent Management and Engagement: Manage a medium-sized team of engaged, high performance Customer Success Managers. Ensure customer needs are covered by the team, assigning the right profiles for each customer. Provide coaching and mentoring on their roles and motivate the team to achieve the business success. Guide team members in best practices and ensure the customer success model is being applied in a way that fits each specific customers' needs. Ensure the right tools, metrics, accesses and permissions are available to the team so they can perform to the best of their capacity. Support the people's growth and plan career development in the context of the role. Report, address and propose solutions for customer risks and opportunities promptly, raising these to senior management to get support when necessary.

Own Customer Success Plans: The Manager, Customer Success Management is a hand-on role and should personally handle Customer Success activity for one or more accounts. Secure the right level of customer success plans for the customers in scope of the team. Drive customer alignment and goal-setting. Help team members orchestrate Amadeus roles in engaging customer in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, method for tracking, and Success Plan elements. 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 highly strategic, participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context.

Manage ongoing customer adoption and 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 to secure highest possible level of adoption and satisfaction. Engage Amadeus 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 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 customer internally through prioritization process with Product Management Marketing and with Amadeus 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 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

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