Hospitality CSM: Growth, Retention & Adoption

Careers at UAE; Dubai; On-site; AED 180,000 - 300,000; Full time

Job description

Customer Success Manager – Amadeus Hospitality

Summary

The Customer Success Manager (CSM) is responsible for ensuring customers gain full benefits from Amadeus products, identifying opportunities for additional products to meet customer needs, and providing proactive information to optimize product use. This leads to improved revenue for both customers and Amadeus. The CSM also acts as an escalation point for service concerns. Their performance is evaluated based on revenue generation, customer retention, and customer satisfaction. The CSM will secure renewals by demonstrating value for Amadeus solutions and building effective relationships with our clients. The CSM must have a deep understanding of the Amadeus portfolio of products and the hospitality industry in general. The CSM works directly with their assigned group of SME accounts to grow customers’ revenues as well as the revenues of Amadeus.

In This Role You Will

• Achieve retention goals by cultivating relationships with stakeholders across an assigned account
• Become the primary point of contact for optimization and usage of tools
• Improve communications and be the main entry point for customer interaction to guide the client
• Support customers’ growth through product adoption and optimize the use of products
• Identify risks and ensure the renewal of the assigned portfolio
• Contribute to Amadeus Hospitality revenue through upsell and cross-sell and ensure clients are seeing the value of Amadeus products
• Collaborate with sales team within your assigned regions
• Coordinate with other departments to allow for a seamless renewal contracting process
• Assess customer satisfaction with the product to pre-emptively solve problems
• Collect customer usage data relevant for product development
• Share business process and industry best practices
• Participate in customer projects to handle the Amadeus Hospitality activities
• Identify and pursue 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 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, considering items such as booking patterns, customer profiles, competitive sets, system usage, marketing or media performance, and all demand marketing channels.

About The Ideal Candidate

• Bachelor’s degree in a related business field required or equivalent work experience
• At least 5 years of experience as Customer Success role in the hospitality industry
• Relevant experience in a sales or revenue management position within the hospitality industry
• Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
• Excellent written and verbal communication skills.
• Motivated and goal-oriented, able to work within a team as well as individually
• Analytical mindset, able to drive conclusions from data analysis
• Ability to persuade, influence, and negotiate
• Fluent in English. Arabic will be an asset.

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.