Senior Customer Success Management

Job Title

Summary:

The Senior Customer Success Management (CSM) Specialist - Airports is responsible for guiding one or more medium to large customers in maximizing the value of Amadeus solutions, enhancing their return on investment and business outcomes.

This role brings expertise to support customer business expansion, focusing on understanding customer needs and promoting early and effective use of Amadeus products. The CSM partners with customers to ensure successful adoption and outcomes post-implementation, playing a key role in renewals and account growth.

Key Responsibilities:

• Guide the Customer Success Management (CSM) team and customers to support early adoption and effective use of Amadeus products.

• Oversee the post-sales cycle, ensuring customer satisfaction and supporting renewals and account expansion.

• Manage delivery and quality of Airport IT products and services, including issue resolution and release coordination.

• Collaborate with Field Support teams to assess performance and address incidents involving Amadeus hardware solutions.

• Develop and maintain strong customer relationships, organize Quarterly Business Reviews, and engage with senior stakeholders.

Key Aspects:

• Externally: Understand aviation and regulatory domains, customer needs, and industry trends. Navigate legal landscapes and engage customers effectively.

• Internally: Foster a customer-focused team, encourage cross-department collaboration, and contribute to business case development for growth.

• Commercial Responsibility: Support timely payments, address bad debt, and manage invoicing and billing activities.

• Regional Focus: Customer retention is a key objective for all CSMs in the APAC region.

In this role you'll:

- Manage ongoing customer health

• Review key metrics and address areas needing improvement.

• Lead regular business reviews to assess progress and identify opportunities.

• Coordinate support when customers face technical challenges and provide updates.

- Align with customer goals

• Participate in handover meetings to understand account context.

• Build relationships with IT and operational teams, and local airline/GHA representatives.

• Co-create success plans and set clear engagement expectations.

- Support solution adoption

• Share progress updates and ensure value delivery.

• Conduct check-ins post go-live and organize health checks with product experts.

- Support renewals and expansion

• Identify opportunities and collaborate with Pre-Sales and Account Management.

• Assist in renewals by sharing customer progress and value outcomes.

- Support account and implementation activities

• Collaborate with Account Managers on growth strategies.

• Contribute to invoicing and revenue tracking.

• Engage in implementation to ensure solutions meet expectations.

About the ideal candidate:

• Proven experience in a customer-facing role with experience in team coordination.

• Familiarity with Amadeus Airport IT Products and Solutions is highly regarded

• Experience in customer engagement and business case development.

• Proficiency in reporting, planning, and marketing tools.

• Advanced communication, negotiation, and conflict management skills, with a willingness to travel

• University degree or equivalent experience in Customer Management, Transport Engineering, or a related field.

Note: As part of our recruitment process, successful candidates will be required to complete pre-employment screening, which includes a National Coordinated Criminal History Check. Employment offers and ongoing engagement will be subject to the satisfactory completion of this screening.

What we can offer you ?

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.

#LI-APAC24

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.