Customer Success Manager, Amadeus Hospitality, Dubai, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

Job Title
Customer Success Manager - Amadeus Hospitality

Summary

The Customer Success Manager (CSM) is responsible for ensuring customers gain full benefits from Amadeus products, identifying opportunities for additional products to meet customer needs, and providing proactive information to optimize product use. This leads to improved revenue for both customers and Amadeus. The CSM also acts as an escalation point for service concerns. Their performance is evaluated based on revenue generation, customer retention, and customer satisfaction. The CSM will secure renewals by demonstrating value for Amadeus solutions and building effective relationships with our clients. The CSM must have a deep understanding of the Amadeus portfolio of products and the hospitality industry in general. The CSM works directly with their assigned group of SME accounts, which hold significant revenue numbers for the company, to grow customers' revenues as well as the revenues of Amadeus.

In This Role You Will
 

    Achieve retention goals by cultivating relationships with stakeholders across an assigned account

    Become the primary point of contact for optimization and usage of tools

    Improve communications and be the main entry point for customer interaction to guide the client

    Support customers' growth through product adoption and optimize the use of products

    Identify risks and ensure the renewal of the assigned portfolio

    Contribute to Amadeus Hospitality revenue through upsell and cross-sell and ensure clients are seeing the value of Amadeus products

    Collaborate with sales team within your assigned regions

    Coordinate with other departments to allow for a seamless renewal contracting process

    Assess customer satisfaction with the product to pre-emptively solve problems

    Collect customer usage data relevant for product development

    Share business process and industry best practices

    Participate in customer projects to handle the Amadeus Hospitality activities

    Identify and pursue opportunities to improve current usage and adoption of Amadeus Hospitality products and services

    Identify opportunities to expand the Amadeus Hospitality footprint within the account

    Responsible for all customer communications, conflict resolution, and compliance on contractual deliverables by coordinating with other teams. Provide revenue management, marketing, product optimization strategies, and budget suggestions in support of customers; drive effective strategies to achieve organic growth as well as expand business by creating value propositions to create opportunities proactively.

    Create value-driven material to share during client Business Reviews calls, considering items such as booking patterns, customer profiles, competitive sets, system usage, marketing or media performance, and all demand marketing channels.

About The Ideal Candidate

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

    At least 5 years of experience as Customer Success role in the hospitality industry

    Relevant experience in a sales or revenue management position within the hospitality industry

    Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure

    Excellent written and verbal communication skills.

    Motivated and goal-oriented, able to work within a team as well as individually

    Analytical mindset, able to drive conclusions from data analysis

    Ability to persuade, influence, and negotiate

    Fluent in English.  Arabic will be an asset.

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. 

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