Lead Delivery & Customer Success at Optiml, focusing on customer value realization and enterprise software implementations. Build effective teams while managing stakeholders and driving growth strategies.
About the role
- Principal Customer Success Manager supporting Travel Sellers in using Amadeus products to maximize their business outcomes. Collaborating with Account Managers and focusing on customer satisfaction and adoption.
Responsibilities
- Deliver quality outcomes and share knowledge with team members; may train Specialists and Senior Specialists.
- Understand how business drivers affect their area, assess challenges, improve processes, and recommend solutions.
- Communicate clearly and effectively across teams.
- Work independently while collaborating across functions; may contribute to planning and budgeting.
- Facilitate Customer Alignment and Goal-Setting Based in Bangkok or Manila to support strategic Travel Agency customers.
- Join internal handover meetings to understand the Account Plan and customer context.
- Coordinate Amadeus roles in customer goal-setting, including meetings with stakeholders to agree on KPIs and program design.
- Document success plans with decision-makers, outlining expected outcomes.
- Set clear expectations on engagement, build stakeholder maps, and discuss resource needs and risks.
- Support Early Adoption and Usage Share updates with stakeholders during implementation.
- Lead “go-live” meetings to align on deployment.
- Check in during the first 90 days post-launch, review usage data, and suggest ways to increase adoption.
- Share helpful resources with administrators to support early deployment.
- Manage Ongoing Customer Health Monitor key metrics and reach out when they fall below targets.
- Conduct regular business reviews to discuss progress and improvement opportunities.
- Coordinate support when customers face technical challenges and provide updates.
- Support Renewals and Growth Identify opportunities for growth and collaborate with Pre-Sales and Account Managers.
- Regularly connect with Account Managers to discuss account growth and address challenges.
- Assist in renewals by sharing progress and value delivered.
Requirements
- Experience in the Travel Industry, including air travel and API/Web Services (Application Programming Interfaces and Web Services).
- Experience in customer-facing roles with a good understanding of customer needs and business drivers.
- Ability to advocate for customers internally, with curiosity and knowledge about Amadeus solutions.
- Ability to build relationships internally and with customers.
- Bachelor’s degree in business or related fields (or equivalent experience).
- Previous experience in Account Management, Delivery, Customer Care, Product Management, or similar roles.
- Proficiency in Microsoft Office, Salesforce.com, Qlik, and Tableau.
- Effective verbal and written communication skills.
Benefits
- 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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