Amadeus Asia Ltd.
Customer Success Management Senior Specialist
atAmadeus Asia Ltd.Job Title
Leading
- 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 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
- 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
- Proactive 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.
- Lead regular (quarterly or annual) Customer 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
Supportive
- 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
Education
Bachelor's degree in Business, Engineering, Technology, or any related subjects.
Relevant work experience
"Prior successful experiences where significant amount of time was spent with customers, at all level. Appetite to understand deep customer needs and their businesses. Demonstrated ability to advocate for customer internally.
Curious and knowledgeable about Amadeus solutions. Can extract and present solution values to customers. Ability to develop network internally and at customer.
Prior roles such as: Account Manager, Delivery Manager, Customer Care, Product Management, IT Account Management."
Business understanding
The Customer Success Manager needs a deep understanding of the travel industry (players, trends, principles) and also of the customer whether large or small, airline or Travel Seller. The CSM will have to develop a sense of customer business drivers and well as their competitive landscape (what make them successful)
Skills
Computing - Microsoft Office, Salesforce.com, Qlik, Tableau. Ability to learn how navigate Amadeus internal tools (eg Win@aproch, ASH,…)
Languages - English, any other relevant language depending on customer assignments.
Specific knowledge
Product / portfolio knowledge
- Deep understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes, preferably on Distribution area.
- Demonstrate 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.
- Possesses strong conceptual thinking skills to develop customer specific use cases
- Has deep knowledge of technologies and industry trends
Others
Understanding customer needs
- Able to understand customer needs and overall business case
- Strong 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
Success planning
- Creative solutioning and strategic success thinking, with an ability to identify new or existing solutions that achieve customer goals
- Able to collaborate with client to plan a route in order to achieve goals
- Able to develop and execute effective Customer Development Action Plans for the account
Lifecycle management
- Anticipates unique problems and offers creative solutions to ensure smooth operational transitions
- Delivers customer training sessions to develop capabilities focused on long-term value creation
- Checks in regularly and proactively with customer to capture feedback and improve satisfaction scores
Relationship & network building
- Able to develop strong bonds with primary clients
- Able to influence decisions and provide support as needed
- Can effectively present ideas and communicate to variety of internal and external audiences
Team / Resource management
- Strong collaborative leadership, with an ability to work cross functionally (e.g., sales, product) in achieving account goals
- Able to clearly communicate to delivery team during handoff
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.
Experience required
- any or no experience
Salary
- Negotiable
Job function
- Customer Service
- Product / Brand Management
Job type
- Full-time
Company overview
Amadeus is shaping the future of travel is important to us at Amadeus Thailand. Today, with technology getting smarter by the minute, that future is more exciting than ever. Amadeus is the leading Airline IT provider with a unique portfolio of Next Generation solutions and the largest customer ba ... Read more
Why join us: At Amadeus Asia we encourage you to be part of new and exciting projects and for you to take the lead when it comes to your progression. Since mobility allows you and Amadeus to grow, we always look internally first when searching for candidate. Our employees at Amadeus come from a variety of bac ... Read more
Benefits
- Five-day work week
