Customer Success Manager

Job Title

Customer Success Manager

About the Business:

The Customer Success Manager (CSM) is responsible for managing small & medium customer(s) & empowering them to unlock the most value of Amadeus solutions for higher return on their investment and business impact.

CSMs aim to bring in more expertise to support our customer business expansion & 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.

The 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 Success Managers lead the post-sales cycle and are an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts.

In This Role You'll:

* Serve as the primary point-of-contact for customers.

* Work with clients to understand their needs and objectives, develop strategies, and collaborate with internal Amadeus teams to execute projects and campaigns.

* Increase sales and secure renewals by demonstrating the value of Amadeus solutions and building strong relationships with clients.

* Gain a deep understanding of the Amadeus portfolio of products and the hospitality industry.

* Ensure customers are gaining full benefit from Amadeus products and identify opportunities where other Amadeus products may meet their needs.

* Provide customers with proactive information on optimizing the use of Amadeus products.

* Exceed assigned retention goals by cultivating relationships with stakeholders across assigned accounts.

* Become the primary point of contact for optimization and usage of Amadeus products and services.

* Gather customer usage data relevant for product development and enhancements.

* Collect and share business process and marketing best practices.

* Identify and act on opportunities to improve current usage and adoption of Amadeus Hospitality products and services.

* Generate Amadeus Hospitality revenue through upselling and cross-selling opportunities. Ensure clients see the value of Amadeus products for a seamless renewal contracting process.

* Oversee the Customer Success function, serving as the central point of contact and product expert for assigned products.

* Provide revenue management, marketing, product optimization strategies, and budget suggestions in support of customers; drive effective strategies to achieve organic growth and expand business by creating value propositions proactively.

* Develop value-driven materials to share during client calls, considering booking patterns, customer profiles, competitive sets, and marketing channels.

* Collaborate with Sales, Product, and other internal departments to ensure renewals and potential new revenue opportunities are actioned.

About the Ideal Candidate:

* Education:

Bachelor's degree in a related business field or equivalent work experience.

* 3+ years of experience in hospitality Customer Success, hotel revenue management, eCommerce, marketing, sales, or providing services and solutions to hotels via a SaaS company.

* Prior experience managing and optimizing a portfolio of customers.

* Demonstrated experience managing a portfolio of accounts and achieving financial goals.

* Technical Expertise:
Good knowledge and understanding of Amadeus products and the hotel industry.

* Computing:
Advanced knowledge of MS PowerPoint, Word, Excel, and Outlook.

* Knowledge of  preferred.

* Language:
Proficiency in English.

* Specific Knowledge:
Revenue Management skills are a plus.

* Ability to complete multiple tasks concurrently and deliver results under pressure.

* Detail-oriented and action-driven, with account management experience preferred.

* Experience achieving client objectives and company financial objectives through understanding client needs and influencing internal product and operations teams.

* Excellent analytical, problem-solving, and troubleshooting skills - able to define problems, collect data, establish facts, and draw conclusions.

* Strong business and people skills, including planning, presentation, sales,…