Customer Success Manager

Amadeus; Greater Toronto Area; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance client relationships and drive product adoption. In this role, you will be pivotal in optimizing the usage of innovative hospitality solutions, ensuring clients recognize the value of the services provided. You will collaborate with various departments to facilitate renewals and identify growth opportunities, all while leveraging your expertise in revenue management and customer success strategies. Join a dynamic team that values diversity and fosters a supportive work environment, where your contributions will directly impact the future of travel and hospitality.

Benefits

Flexible working model

Learning opportunities

Supportive work environment

Attractive remuneration packages

Diversity and inclusion initiatives

Qualifications

• 3+ years in hospitality Customer Success or related fields.
• Experience managing a portfolio of customers and achieving goals.

Responsibilities

• Cultivate relationships with stakeholders to exceed retention goals.
• Serve as the primary point of contact for Amadeus products.

Skills

Customer Success Management

Revenue Management

Sales

Marketing

Analytical Skills

Problem-Solving

Communication Skills

Project Management

Education

Bachelor's degree in a related business field

Tools

Salesforce.com

MS PowerPoint

MS Word

MS Excel

MS Outlook

Job description

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• Exceed assigned retention goals by cultivating relationships with stakeholders across assigned accounts.
• Become the primary point of contact for optimization and usage of Amadeus products and services.
• Gather customer usage data relevant for product development and enhancements.
• Collect and share business process and marketing best practices.
• Identify and act on opportunities to improve current usage and adoption of Amadeus Hospitality products and services.
• Generate Amadeus Hospitality revenue through upsell and cross-sell opportunities. Ensure clients see the value of Amadeus products for a seamless renewal contracting process.
• Oversee the Customer Success function, serving as the central point of contact and product expert for assigned products.
• Provide revenue management, marketing, product optimization strategies, and budget suggestions in support of customers; drive effective strategies to achieve organic growth and expand business by creating value propositions proactively.
• Develop value-driven materials to share during client calls, considering booking patterns, customer profiles, competitive sets, and marketing channels.
• Collaborate with Sales, Product, and other internal departments to ensure renewals and potential new revenue opportunities are actioned.
  
  

Job Title

Customer Success Manager

Main Responsibilities

• Exceed assigned retention goals by cultivating relationships with stakeholders across assigned accounts.
• Become the primary point of contact for optimization and usage of Amadeus products and services.
• Gather customer usage data relevant for product development and enhancements.
• Collect and share business process and marketing best practices.
• Identify and act on opportunities to improve current usage and adoption of Amadeus Hospitality products and services.
• Generate Amadeus Hospitality revenue through upsell and cross-sell opportunities. Ensure clients see the value of Amadeus products for a seamless renewal contracting process.
• Oversee the Customer Success function, serving as the central point of contact and product expert for assigned products.
• Provide revenue management, marketing, product optimization strategies, and budget suggestions in support of customers; drive effective strategies to achieve organic growth and expand business by creating value propositions proactively.
• Develop value-driven materials to share during client calls, considering booking patterns, customer profiles, competitive sets, and marketing channels.
• Collaborate with Sales, Product, and other internal departments to ensure renewals and potential new revenue opportunities are actioned.
  
  

Education

About the Ideal Candidate:

• Bachelor’s degree in a related business field or equivalent work experience.
  
  

Relevant Work Experience

• 3+ years of experience in hospitality Customer Success, hotel revenue management, eCommerce, marketing, sales, or providing services and solutions to hotels via a SaaS company.
• Prior experience managing and optimizing a portfolio of customers.
• Demonstrated experience managing a portfolio of accounts and achieving financial goals.
  
  

Technical Expertise

• Good knowledge and understanding of Amadeus products and the hotel industry.
  
  

Skills

• Computing: Proficiency with MS PowerPoint, Word, Excel, and Outlook. Knowledge of Salesforce.com preferred.
• Language: Proficiency in English.
• Specific Knowledge: Revenue Management skills are a plus.
• Other:
• Ability to complete multiple tasks concurrently and deliver results under pressure.
• Detail-oriented with a bias toward action (project management experience preferred).
• Experience achieving client objectives and company financial objectives through understanding client needs and influencing internal product and operations teams.
• Excellent analytical, problem-solving, and troubleshooting skills – able to define problems, collect data, establish facts, and draw conclusions.
• Strong business and people skills, including planning, presentation, sales, and business acumen.
• Effective communication skills; able to interface with all levels and departments on a formal, informal, written, and verbal basis.
• Self-motivated, goal-oriented, and able to work in a team environment
  
  

DEI

Application Process

The application process takes no longer than 10 minutes!

Create your candidate profile, upload your Resume/CV and apply today!

Working at Amadeus, you will find

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.

Diversity & Inclusion

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

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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