Customer Success Manager

In This Role You’ll / Your Main Responsibilities

Own Customer Success Plan: Coordinate roles: Engage customers in goal-setting, including meetings with key decision-makers to agree on KPIs, tracking methods, and Success Plan elements. Collaborate: Work with buyers/decision-makers to create a success plan, codifying program value-driving outcomes. Set expectations: Build a stakeholder map, communicate the role of the CSM, and work with the implementation team to outline resource requirements and risks based on customer deployment readiness. Participate in handovers: For new customers or solutions, join internal handover meetings organized by the Account Manager to understand the Account Plan and customer context.

Ensure Early Adoption and Usage: Support implementation: Share progress updates with key buyers/decision-makers during the implementation journey. Guide go-live: Facilitate the final “go-live” meeting with key administrators and decision-makers to align on deployment goals. Post-launch check-ins: Regularly check-in post-launch, discuss key data points, and tactically problem-solve ways to boost adoption.

Manage Ongoing Customer Health: Regularly review key metrics, address any deviations from targets, and implement solutions to enhance adoption. Share best practices by engaging Amadeus consulting resources for Health Checks. Lead business reviews to assess progress towards value and identify improvement opportunities based on the success charter and KPI tracking. Coordinate technical support by activating relevant experts to resolve issues and provide updates. Deliver dashboards that explain business outcomes to customers. Advocate for customer needs internally with Product Management, Marketing, and Amadeus leadership.

Support Renewals and Expansion: Identify growth opportunities by collaborating with the Pre-Sales and Account Management teams. Conduct regular check-ins with the Account Manager to discuss account growth and address any bottlenecks. Prepare for renewals by sharing customer progress towards value, as outlined in the Customer Success Plan, with the Account Manager to facilitate the renewal process.

About the Ideal Candidate

• Deep understanding of the Amadeus ALTEA product suite, with the ability to extract and present solution values to customers.

• Over 12 years of successful experience working with airlines, preferably in solutions and IT departments, at all levels including senior management.

• Proven ability to advocate for customers internally.

• Comprehensive understanding of the travel industry and customer needs.

• Excellent networking and stakeholder management skills.

• Motivated and goal-oriented, capable of working both within a team and independently.

• Effective communication, influence, and negotiation skills.

• Strong data synthesis skills, with the ability to draw insights from diverse indicators.

• Excellent conceptual thinking skills to develop customer-specific use cases.

• Previous roles such as Delivery Manager, Customer Care, or Product Management is an advantage.

• Exceptional written and verbal communication skills in English.