Customer Success Management Principal

Amadeus · Bogotá

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External Job Title: Customer Success Manager

Position: Permanent, Hybrid

Location: Bogota, Colombia

Purpose of the role: 

The Amadeus Customer Success Manager (CSM) empowers customers to unlock the most value from Amadeus solutions, driving higher return on investment and significant business impact. CSMs bring expertise to support customer business expansion, understanding customer needs and constraints, and promoting early adoption and best usage of Amadeus products. They enable Amadeus to respond faster and more precisely to customer needs, ensuring their success and satisfaction.
Job Description:
The Customer Success Manager partners with customers to maximize adoption and ensure they receive all necessary assistance to achieve desired business outcomes after implementing our solutions. 

Help customers maximize the value of our solutions by building strong relationships with their operational experts and decision makers, such as the CIO or COO. Through consultative discussions, Gain a deep understanding of the customer’s business and ensure our solutions support their strategic goals. This approach also generates new leads and qualified opportunities, which actively pursue in collaboration with Sales & Account Executives.  

• Drive adoption, satisfaction, and advocacy among customers. 

• Monitor and assess the current usage of our solutions and advise the customer’s decision makers on how to gain more value out of our deployed solutions. 

• Keep the customer experience at high levels of satisfaction. 

• By understanding the end-to-end operations of the customer, I’m able to uncover new upselling or cross-selling opportunities. 
  

Customer satisfaction, solution adoption, value delivered to customers, low churn, and growth through upsells are some of the main Key Performance Indicators (KPIs) for Customer Success Managers. CSMs are essential to identifying successful upsell opportunities, promoting renewals, and expanding accounts. 

 
In This Role You'll: 

• Own the Distribution customer success plan 

• Drive customer alignment and goal-setting  

• 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  

• Co-create success plan with buyer / decision makers, codifying program value-driving outcomes 

• Set clear expectations on engagement model with stakeholders building stakeholder maps, communicating role of CSM, and with implementation, communicating resource requirements, and risks, based on customer deployment readiness 

• If there is a 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 adoption and usage 

• Support implementation team when sharing progress updates to key buyer / decision maker on implementation journey  

• Co-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-solve 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 consulting resources when necessary to conduct Health Checks. 

• When and where relevant, lead regular distribution success 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. 

• Provide functional support and Orchestrate (new) business requirements through the customer & product cycles 

• Ensure customer satisfaction: Regularly and proactively check in with customers to gather feedback and increase satisfaction scores (e.g., NPS). Collaboratively with the account team, organize the analysis of the Amadeus Customer Relationship Survey results, create or update the related action plan, and follow up on it. Support the Amadeus Customer Relationship Survey process globally by representing airline distribution customers' needs: handling preparation activities, suggesting improvements in the survey and process, etc.  

Support AM in renewals and expansion (upsell) 

• Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management). Open leads as required accordingly. 

• 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 & Distribution Sales 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 

 
 About the Ideal Candidate: 

• Education: Bachelor's degree in Business, Engineering, Technology, or equivalent work experience.

• Prior successful experiences (minimum of 5 years experience) where significant amount of time was spent with customers, at all level.  

• Must be curious and knowledgeable about Amadeus solutions. Can extract and present solution values to customers. 

• Ability to develop network internally and at customer. 

• Prior experience in roles such as: Account Manager, Delivery Manager, Customer Care, Product Management, or IT Account Management.

• Advanced understanding of the travel industry (players, trends, principles) and also of the customer whether large or small, airline or Travel Seller

• Computing: Experience in Microsoft Office, Salesforce.com, Qlik, Tableau required. Ability to learn how navigate Amadeus internal tools (eg Win@aproch, ASH, etc)

• Language: English speaking required, any other relevant language depending on customer assignment.

• Amadeus product / portfolio knowledge required (distribution products & NDC notably)

• Advanced understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes

• Expertise in using analytical, reporting, planning, and marketing tools

• Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators

• Must possess advanced conceptual thinking skills to develop customer specific use cases

• Travel 20 % NORAM and LATAM 

• Able to understand customer needs and overall business case

• Advanced customer management skills (e.g., EQ) with an ability to relate to customers easily and probe to understand customer challenges

• Highly adaptable and capable of evolving the success plan

• Ability to work cross functionally (e.g., sales, product) in achieving account goals

• Able to clearly communicate to delivery team during handoff

Working at Amadeus, you will find: 

🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. 
🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. 
🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues. 
🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment. 
💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits. 
🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them. 
🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization. 
📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees. 

Application process: 

The application process takes no longer than 10 minutes!
Create your candidate profile, upload your Resume/CV and apply today!

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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 and committed to an accessible recruitment process. 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.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.

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