Senior Customer Success Manager

Amadeus; Ottawa; Hybrid; CAD 75,000 - 95,000; Full time

Job summary

A leading travel technology company in Ottawa is seeking a Senior Customer Success Manager to enhance customer satisfaction and increase sales through strong relationships and effective use of their product suite. Candidates should have significant experience in customer success within hospitality, excellent analytical and communication skills, and the ability to manage client portfolios effectively. This position offers a hybrid work model along with competitive remuneration and benefits.

Benefits

Competitive remuneration

Annual bonuses

Paid vacation and holidays

Health insurance

Professional development opportunities

Qualifications

• 5-8+ years of experience in Hospitality Customer Success or related fields.
• Experience managing and optimizing a portfolio of customers.
• Demonstrated ability to achieve financial goals.

Responsibilities

• Serve as primary contact for customers and exceed retention goals.
• Collect and analyze customer usage data for product enhancements.
• Identify opportunities to improve the use of Amadeus products.

Skills

Customer relationship management

Analytical skills

Project management

Revenue management skills

Effective communication

Education

Bachelor’s degree in a related business field

Tools

MS PowerPoint

Salesforce.com

MS Excel

MS Word

MS Outlook

Job description

Overview

Job Title

Senior Customer Success Manager

Summary of the Role :

Are you the next Customer Success Manager we are looking for?

Serve as the primary point-of-contact for customers.

Work with clients to understand their needs and objectives, develop strategies, and collaborate with internal Amadeus teams to execute projects and campaigns.

Increase sales and secure renewals by demonstrating the value of Amadeus solutions and building strong relationships with clients.

Gain a deep understanding of the Amadeus portfolio of products and the hospitality industry.

Ensure customers are gaining full benefit from Amadeus products and identify opportunities where other Amadeus products may meet their needs.

Provide customers with proactive information on optimizing the use of Amadeus products.

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.

About the Ideal Candidate

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

Relevant Work Experience :

• 5-8+ 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

What we can offer you

Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

Work from anywhere: onsite, hybrid

Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.

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.