Customer Success Manager

Amadeus; Abu Dhabi; On-site; AED 170,000 - 250,000; Full time

Job summary

Amadeus is seeking a Customer Success Manager in Abu Dhabi to cultivate strategic relationships, drive product adoption, and secure renewals across an assigned portfolio within the Hospitality segment.

You will partner with Sales, Product and other teams to optimize usage, identify upsell opportunities, and deliver measurable value to clients in the Middle East region.

Qualifications

• 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 able to work within a team as well as individually.
• Analytical mindset. Able to drive conclusion from data analysis.
• Ability to persuade, influence and negotiate.

Responsibilities

• 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.

Skills

Customer relationship mgmt

Stakeholder mgmt

Communication skills

Analytical mindset

Negotiation

Team collaboration

Hospitality knowledge

Education

Bachelor’s degree in business

Tools

CRM software

Job description

Job description

Job Title

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 able to work within a team as well as individually
• Analytical mindset. Able to drive conclusion from data analysis
• Ability to persuade, influence and negotiate

What can we offer you?

A critical mission and purpose - At Amadeus, you'll power the future of travel with 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, from on-the-job training to formal activities, and daily interactions.

A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.

A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits and health benefits.

A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.

A diverse and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.

A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

#LI-EMEA

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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, andas a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer and committed to an accessible recruitment process. 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.