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    Customer Success Manager - Sydney, Australia - Amadeus

    Amadeus
    Amadeus Sydney, Australia

    1 day ago

    Default job background
    Full time
    Description

    Job Title

    Customer Success Manager

    Purpose of the role

    The Amadeus Customer Success Managers empower their customers (Travel Sellers and Airlines) to unlock the most value of Amadeus solutions for higher return on their investment and business impact.
    CSMs aim to bring in more expertise to support our customer business expansion. They are responsible for understanding the needs and constraints of customers, and then promoting early adoption and best usage of Amadeus products to derive maximum value for the customer. They enable Amadeus to respond faster and more precisely to customer needs.
    The Customer Success managers partner with the customer to maximize adoption and to ensure that they get all the help they need to quickly get business outcomes after implementation of our solutions.
    Customer satisfaction, solution adoption, value delivered to customer, low churn, growth through upsells are some on the main KPIs for Customer Success Managers.
    While Account Managers continue to be the customer primary point of contact, the Customer Success Managers lead the post-sales cycle and are an essential part of completing a successful a sale, as well as promoting renewals and expansion of accounts.

    Depending on the size, complexity and strategic value of customer to Amadeus, CSM can be assigned to one or multiple accounts. The CSM work hand-in-hand with the Account Manager.

    Main Responsibilities

    Own 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 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.

    New solution implementation: ensure early adoption and usage
    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
    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.
    Lead regular (quarterly or annual) business 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.

    Support AM in renewals and expansion (upsell)
    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.

    Experience Required

  • Bachelor's degree in Business or any related subjects.
  • 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.
  • 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) .

    • Diversity & Inclusion

    We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.

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