Manager, Customer Success Management

1211 Amadeus Commercial Enterprise Private Limited; Karnataka; Presencial; INR 900.000 - 1.400.000; Jornada completa

Descripción de la vacante

1211 Amadeus Commercial Enterprise Private Limited seeks a Manager, Customer Success Management to lead our customer success activities and team in India for airport and border authority customers using Amadeus solutions. You will guide all customer accounts in India with a team of success professionals, driving adoption, value realization and renewals.

The role requires building strong relationships with stakeholders, planning for India-based airports such as Mumbai and Navi Mumbai, and

Formación

• Strong experience in Customer Success, preferably within a technology or solutions-driven environment.
• Experience in managing, coaching, or leading Customer Success professionals.
• Strong customer relationship and strategic account management skills.
• Good understanding of product adoption, customer value, retention, renewals, upsell, and growth.
• Ability to work across different teams and influence senior stakeholders.
• Strong commercial mindset combined with a customer-focused approach.
• Comfortable working with a high level of autonomy and managing complex customer situations.
• Airport, airline, or aviation industry experience will be an advantage.

Responsabilidades

• Lead and coach the Customer Success team supporting customers across India.
• Monitor key Customer Success indicators, including customer satisfaction surveys, adoption and usage metrics to gain insights and identify improvements for customers.
• Build and execute the Customer Success Plan focused on adoption, usage, value realization, and customer satisfaction.
• Develop strong relationships and partnerships with key stakeholders and decision makers within the customers’ organizations.
• Focus personally on customer success activities and plan for Mumbai and Navi Mumbai airports.
• Identify opportunities for upsell, cross-sell and account expansion in partnership with Sales and Account Management team.
• Identify the strategies and activities to ensure Amadeus is well-positioned for contract renewals.
• Conduct regular customer business reviews and ensure customers are getting the expected value from Amadeus solutions.
• Support critical customer situations and collaborate with internal teams to drive effective outcomes.
• Set clear expectations and objectives for the team while coaching and supporting their professional development.
• Ensure alignment across Customer Success, Sales & Account Management, Pre-sales, Product, Delivery, and other key stakeholders.

Conocimientos

Customer success leadership

Coaching & mentoring

Key account management

Customer relationship building

Cross-functional collaboration

Commercial mindset

Autonomy in complex scenarios

Aviation/airline industry experience

Descripción del empleo

Job Title Manager, Customer Success Management Manager, Customer Success Management Location: Mumbai

About the role We are looking for a Manager, Customer Success Management to lead our customer success activities and team in India for airport and border authority customers using Amadeus solutions. You will lead and manage all the customer accounts in India with a team of customer success professionals. You will focus on implementing strategies and activities to achieve high adoption and effective usage of the Amadeus solutions, translating to measurable business outcomes for these customers.

In this role, you’ll

• Lead and coach the Customer Success team supporting customers across India.
• Monitor key Customer Success indicators, including customer satisfaction surveys, adoption and usage metrics to gain insights and identify improvements for customers.
• Build and execute the Customer Success Plan focused on adoption, usage, value realization, and customer satisfaction.
• Develop strong relationships and partnerships with key stakeholders and decision makers within the customers’ organizations.
• Focus personally on customer success activities and plan for Mumbai and Navi Mumbai airports.
• Identify opportunities for upsell, cross-sell and account expansion in partnership with Sales and Account Management team.
• Identify the strategies and activities to ensure Amadeus is well-positioned for contract renewals.
• Conduct regular customer business reviews and ensure customers are getting the expected value from Amadeus solutions.
• Support critical customer situations and collaborate with internal teams to drive effective outcomes.
• Set clear expectations and objectives for the team while coaching and supporting their professional development.
• Ensure alignment across Customer Success, Sales & Account Management, Pre-sales, Product, Delivery, and other key stakeholders.

What we’re looking for

• Strong experience in Customer Success, preferably within a technology or solutions-driven environment.
• Experience in managing, coaching, or leading Customer Success professionals.
• Strong customer relationship and strategic account management skills.
• Good understanding of product adoption, customer value, retention, renewals, upsell, and growth.
• Ability to work across different teams and influence senior stakeholders.
• Strong commercial mindset combined with a customer-focused approach.
• Comfortable working with a high level of autonomy and managing complex customer situations.
• Airport, airline, or aviation industry experience will be an advantage.

Why join us?

• Take a leadership role in Customer Success within India’s growing aviation and airport market.
• Work closely with strategic airport and border authorities’ customers and help them maximize the value of using Amadeus solutions.
• Build, coach, and develop a growing Customer Success team.
• Bring your Customer Success experience even if you come from outside the aviation industry. Your expertise and different perspectives are valued.
• A place for everyone

We welcome candidates with different experiences, backgrounds, and perspectives.

What we can 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.
• A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.
• A diverse, equitable, 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-KA1 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, and as 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.

As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!