Customer Success Manager

We are looking for a Customer Success Manager to join our Amadeus Hospitality team!

Are you passionate about building strong customer relationships, driving customer satisfaction and identifying opportunities for business growth?

In this role you will:  

• Reach assigned retention goals by cultivating relationships with stakeholders across an assigned account 
• Become primary point of contact for optimization and usage of tools 
• Enhance proactive communications and to be customer interaction main entry point to guide the client 
• Ensure customers growth through product adoption and optimize use of products 
• Retention: identify risks and ensure the renewal of the assigned portfolio 
• Generate 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 
• Collaborate / coordinate with other departments to allow for a seamless renewal contracting process. 
• Evaluate satisfaction of customer with product to pre-emptively solve problems 
• Gather customer usage data relevant for product development 
• Collect and share business process and industry best practices 
• Participate in customer projects to handle the Amadeus Hospitality activities 
• Identify and action 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 total 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 taking into consideration items such as booking patterns, customer profiles, competitive sets, system usage, marketing or media performance and all demand marketing channels. 
• Works 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 
• Experience in Customer Success role 
• Experience in Hospitality, mainly in Hotel Operations, Sales or Revenue management
• Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure 
• Details oriented with a bias toward action (project management experience preferred) 
• Excellent written and verbal communication skills 
• Self-motivated, goal oriented, and abl