Customer Success Management Specialist (Hospitality)

Amadeus; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Amadeus is seeking a Customer Success Management Specialist (Hospitality) to serve as the main contact for Amadeus Hospitality customers. You will onboard clients, drive value from products, and identify opportunities for cross-sell and renewal revenue.

You will manage multiple accounts, conduct business reviews, and collaborate with project teams to ensure quality delivery while guiding customers toward optimal product usage.

Responsibilities

• Act as the main contact for assigned accounts, handle customer communications, resolve conflicts, and ensure contract compliance.
• Conduct regular business reviews with customers to meet their goals and assist with revenue strategies.
• Resolve customer issues quickly and handle escalated matters. Inform team leads and the Director of Operations about any problems and track risks in the CRM.
• Understand each product and service to make informed recommendations to clients.
• Meet regional consortia goals for renewal and new sales during the consortia season and throughout the year.
• Stay updated on industry trends and assess their impact on clients.
• Support the onboarding and ongoing service delivery for customers. Review major deliverables to ensure quality and work closely with project teams to identify issues and opportunities.
• Work with the collections department to ensure timely payment of orders and address any outstanding bills over 90 days.

Job description

Job Title

Customer Success Management Specialist (Hospitality)

PURPOSE OF THE ROLE:

The Customer Success Management (CSM) Specialist is the main contact for customers at Amadeus Hospitality. They understand the company’s products and the hospitality industry well. The CSM helps customers and the company increase their revenues. They handle new and renewal sales for their accounts and support other account owners when needed.

The CSM ensures customers are onboarded successfully and manage their accounts. They help customers get the most out of Amadeus products and find opportunities for other products. The CSM provides regular updates to improve product use and serves as a point of contact for any issues.

Main Responsibilities:

Manage new and renewal sales for accounts and support other account owners.

• Act as the main contact for assigned accounts, handle customer communications, resolve conflicts, and ensure contract compliance.
• Conduct regular business reviews with customers to meet their goals and assist with revenue strategies. Ensure optimal product use and share system updates.
• Resolve customer issues quickly and handle escalated matters. Inform team leads and the Director of Operations about any problems and track risks in the CRM.
• Understand each product and service to make informed recommendations to clients.
• Meet regional consortia goals for renewal and new sales during the consortia season and throughout the year.
• Stay updated on industry trends and assess their impact on clients.
• Support the onboarding and ongoing service delivery for customers. Review major deliverables to ensure quality and work closely with project teams to identify issues and opportunities.
• Work with the collections department to ensure timely payment of orders and address any outstanding bills over 90 days.

About the Ideal Candidate:

Proven experience in a Sales or Revenue Management role within the hospitality industry, with a proven ability to persuade, influence, and negotiate effectively.

• In-depth understanding of customer relationship management, coupled with excellent communication and conflict resolution skills, and the capability to manage multiple accounts and projects simultaneously.
• Extensive background in the hospitality industry or a comprehensive understanding of hotel operations, particularly in the context of revenue management.
• Relevant degree or Diploma in Hospitality, Business, or a related field, or equivalent experience.

_ Note: As part of our recruitment process, successful candidates will be required to complete pre-employment screening, which includes a National Coordinated Criminal History Check. Employment offers and ongoing engagement will be subject to the satisfactory completion of this screening.

What we can offer you ?

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing 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, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

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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.