Job Title
Partner Success Management Principal
Key responsibilities
Drive up-front customer alignment and goal-setting
- Participate in internal handover meetings organized by PAM to understand Account Plan and Partner context;
- Orchestrate Amadeus Cytric roles in engaging partner in upfront goal-setting and design – including external meetings with (key) decision makers to agree on program KPIs, method for tracking, and program design 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 PSM, and with implementation communicating resource requirements, and risks, based on partner deployment readiness.
Ensure early adoption and usage
- Share progress updates to key buyer / decision maker on implementation journey working with implementation team;
- Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment;
- Proactively check-in during first 90 days post launch discussing key data points (user/admin login rate, number of active users) and tactically problem-solve ways to boost adoption;
- Share helpful resources and collateral content with administrators in early stages to support deployment.
Manage ongoing partner health
- Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption;
- Lead monthly, mid-year and annual business reviews to discuss whether Amadeus Cytric is progressing towards value and opportunities for improvement based on success charter and KPI tracking (via automated dashboards);
- Play coordinating support role whenever partner runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates.
Support Partner Account Manager (PAM) in renewals and expansion (upsell)
- Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Partner Account Management / Sales);
- Check-in regularly with PAM to discuss opportunities for account growth (in line with PAM account plan), and ways to address bottle-necks to growth;
- Support PAM in renewals preparation, being pulled in by PAM to share customer progress towards value (Partner Success Plan) that PAM will use to drive renewals treatment.
About the Ideal Candidate
- Bachelor’s degree in a related business field or equivalent work experience;
- Prior successful experiences where significant amount of time was spent with customers / partners, at all levels. Ideally in providing services and solutions to Corporations and/or TMC in a SaaS company;
- Appetite to understand deep customer needs & businesses impacts;
- Demonstrated ability to advocate for Customer internally;
- Curious, able to extract & present solution values to customers. Ability to develop network internally and externally;
- Prior roles such as: Customer Success Manager, IT Account Manager, Delivery Manager, Customer Care, Product Management;
- Good knowledge and understanding of business travel related products will be a plus (OBT, SaaS, GDS, etc.);
- Proficiency with Microsoft Office suite (PowerPoint, Word, Excel, Outlook, etc.), knowledge about Salesforce, Qlik and ability to learn how to navigate through internal tools;
- Proficiency in Spanish and in English;
- Excellent written and verbal communication skills;
- Motivated and goal-oriented, able to work within in a team as well as individually;
- Analytical and problem-solving mindset, able to drive conclusions from facts and data analysis;
- Ability to persuade, influence and negotiate.
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.
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.
