Job Title
Customer Success Senior Specialist with French or German
Summary:
The Customer Success Senior Specialist (CSSS) is responsible for ensuring customers gain full benefits from Amadeus products, identifying opportunities for additional products to meet customer needs, and providing proactive information to optimize product use. This leads to improved revenue for both customers and Amadeus. The CSSS also acts as an escalation point for service concerns. Their performance is evaluated based on revenue generation, customer retention, and customer satisfaction. The CSSS will secure renewals by demonstrating value for Amadeus solutions and building effective relationships with our clients. The CSSS must have a deep understanding of the Amadeus portfolio of products and the hospitality industry in general. The CSSS works directly with their assigned group of customers to grow customers' revenues as well as the revenues of Amadeus.
In this role you will:
- Achieve retention goals by cultivating relationships with stakeholders across an assigned account
- Become the primary point of contact for optimization and usage of tools
- Improve communications and be the main entry point for customer interaction to guide the client
- Support customers' growth through product adoption and optimize the use of products
- Identify risks and ensure the renewal of the assigned portfolio
- Contribute to Amadeus Hospitality revenue through upsell and cross-sell and ensure clients are seeing the value of Amadeus products
- Collaborate with Directors of Sales within your assigned regions
- Coordinate with other departments to allow for a seamless renewal contracting process
- Assess customer satisfaction with the product to pre-emptively solve problems
- Collect customer usage data relevant for product development
- Share business process and industry best practices
- Participate in customer projects to handle the Amadeus Hospitality activities
- Identify and pursue opportunities to improve current usage and adoption of Amadeus Hospitality products and services
- Identify opportunities to expand the Amadeus Hospitality footprint within the account
- Responsible for the Customer Success function, serving as the central point of contact and product expert for assigned products
- Responsible for all customer communications, conflict resolution, and compliance on contractual deliverables by coordinating with other teams. Provide revenue management, marketing, product optimization strategies, and budget suggestions in support of customers; drive effective strategies to achieve organic growth as well as expand business by creating value propositions to create opportunities proactively.
- Create value-driven material to share during client Business Reviews calls, considering items such as booking patterns, customer profiles, competitive sets, system usage, marketing or media performance, and all demand marketing channels.
- Work with Sales, Product, and other internal departments to ensure that renewals and potential new revenue opportunities are actioned.
About the ideal candidate:
- Bachelor’s degree in a related business field required or equivalent work experience
- 5 – 7 years of experience in a Customer Success role
- Experience in Revenue Management or Digital Agency preferred
- Experience in a sales or revenue management capacity within the hospitality industry preferred
- Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
- Detail-oriented with a bias toward action (project management experience preferred)
- Excellent written and verbal communication skills
- Motivated and goal-oriented, able to work within a team as well as individually
- Analytical mindset, able to drive conclusions from data analysis
- Ability to persuade, influence, and negotiate
- Fluent in English, and a second European language (ideally French or German)
What we can offer you:
- A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
- 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 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.
- A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
#LI-EMEA
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.
What We Do
Travel powers progress. Amadeus powers travel. Amadeus’ solutions connect travelers to the journeys they want, linking them via travel agents, search engines and tour operators to airlines, airports, hotels, cars and railways.
Technology has always been critical to developing global travel, increasing scale, choice and access. We have developed our technology in partnership with the travel industry for 30 years.
We combine a deep understanding of how people travel with the ability to design and deliver the most complex, trusted, and critical systems our customers need.
