Customer Success Management Principal

Amadeus IT Group SA; Dubai; On-site; USD 90,000 - 130,000; Full time

Job summary

A leading technology provider in the travel industry is seeking a Customer Success Management Principal to enhance the value of its solutions for large customers. This pivotal role involves managing strategic customer relationships, driving product adoption, and leading renewals and expansion efforts to ensure measurable business impact.

Qualifications

• Experience in customer success or account management roles.
• Proficient in managing complex technical projects.
• Strong communication and leadership skills.

Responsibilities

• Manage large and high-potential customers, driving adoption of Amadeus solutions.
• Lead the post-sales cycle, ensuring business outcomes are achieved.
• Identify upsell opportunities and coordinate with sales teams.

Skills

Customer Alignment

Strategic Expertise

Technical Knowledge

Problem Solving

Education

Bachelor's Degree or equivalent experience

Job description

Amadeus is the leading technology provider to the travel industry and is present in 190+ countries around the world. Our innovative solutions power every part of a traveler s journey, From airlines to search engines, travel agencies to hotels, the world's top travel brands rely on Amadeus to help create exceptional traveler experiences.

Summary of the role:

As a Customer Success Management Principal, you will be responsible for managing large and high-potential customers, empowering them to unlock the full value of Amadeus solutions for greater return on investment and tangible business impact.

You will bring strategic expertise to support our customers in their business growth and expansion. This role requires a deep understanding of customer needs and constraints, driving early adoption and best-in-class usage of Amadeus products to ensure maximum value is achieved.

In close partnership with customers, you will work to maximize adoption and ensure they receive the necessary support to rapidly realize business outcomes following the implementation of our solutions.

You will lead the post-sales cycle, playing a critical role not only in delivering successful implementations but also in promoting renewals and account expansions.

Proficient in technical knowledge to ensure team performs at a high level. Is recognized as a leader in own area and may formally train Specialists/Senior Specialists.

Understands how main business drivers may impact on own area. Can assess complex problems with broad impact on the activity, improve processes, recommend solutions and risk mitigation plans. Able to communicate complex information.

Works with a high level of autonomy, based on management directions. Leads projects or contributes to broad cross-functional projects. May contribute to planning of resources and budget.

Specific accountabilities:

Drive up-front customer alignment and goal-setting:

Participate in internal handover meetings organized by AM to understand Account Plan and customer context

Orchestrate Amadeus roles in engaging customer 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 CSM, and with implementation communicating resource requirements, and risks, based on customer 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

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 is progressing towards value and opportunities for improvement based on success charter and KPI tracking (via automated dashboards)

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

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

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