We are looking for a dynamic and experienced VP, Customer Success Management to lead the Airlines Customer Success Management team in the Americas Travel Unit organization. The ideal candidate will be responsible for overseeing all aspects of Customer Success Management, including customer onboarding, support, customer success plans, product adoption, usage consultingand customer satisfaction. The goal of this leadership role is to oversee a team of functional and industry experts whose focus is to ensure airline customers achieve their desired outcomes through their usage of and interactions with our products and services, thereby driving customer loyalty, retention, and growth.

The VP, Customer Success Management empowers airline customers to unlock the most value of Amadeus solutions for higher return on their investment and business impact. The Customer Success leader will manage a diverse and growing portfolio of airline customers across the Americas utilizing Amadeus IT solutions. These solutions power the core and mission critical business functions of the airlines in the areas of Offer, Order, Airline Operations, Traveler experience, Digital and Data.

The VP, Customer Success Management will be responsible for a customer portfolio that includes multiple strategic airlines, including 2 of the top 5 largest airlines worldwide, who board over 400 million passengers and generate revenue of over $300 million annually.

In this role you'll:

• Oversee the creation and execution of Customer Success Plans: drive customer alignment and goal-setting

• Orchestrate Amadeus roles in engaging customer in upfront goal-setting - including external meetings with (key) decision makers and C-levels to agree on KPIs, method for tracking, and Success Plan elements.

• Ensure the smooth co-creation of success plans 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

• Ensure effective onboarding of new customers and new solutions, including participation 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, collaborating with AM to share customer progress towards value (Customer Success Plan) that AM will use to drive renewals treatment

• Talent Management and Engagement: Manage a team of engaged, high performance Customer Success Managers. Provide coaching and mentoring on their roles and motivate the team to achieve the business success. Guide team members in best practices and ensure the customer success model is being applied as designed. Ensure available tools, metrics, accesses and permissions are available to the team so they can perform to the best of their capacity. Support the people's growth and plan career development in the context of the role.

About the ideal candidate:

• Bachelor's degree in Business / IT or related discipline and or equivalent work experience.

• Minimum of 10 / 15 years of previous experience with a strong preference for background in thr technology and travel industry.

• Experience with a significant amount of time spent with complex customers, at all levels.

• Strong Team management experience required and preferably in a matrix organization.

• Experience required in prior roles such as: Account Manager, Delivery Manager, Customer Care, Product Management, IT Account Management.

• Strong understanding of the travel industry and business models (players, trends, principles) and also of the customer whether large or Low cost Airlines. The CSM will have to develop a sense of customer business drivers and well as their competitive landscape (what make them successful).

• Strong Travel IT business acumen and commercial skills.

• Proficiency in Microsoft Office, Salesforce.com, Qlik, Tableau. Ability to learn how to navigate Amadeus internal tools (e.g. Win@aproch, ASH,...)

• English native, Spanish and French is a plus.

• Strong understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes. Product / portfolio knowledge

• 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

• Strong knowledge of technologies and industry trends

• Ability to travel 30%

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

What we can offer you:

• Get rewarded with competitiveremuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

• A hybrid work schedule.

• Professional development to broaden yourknowledge and enhance your skillswith on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

• Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Application process:

The application process takes no longer than 10 minutes!
Create your candidate profile, upload your Resume/CV and apply today!

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Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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