Job Title

Customer Success Management Principal

External Job Title

Customer Success Manager

Position

Permanent, Hybrid

Location

Bogota, Colombia

Purpose of the role

The Amadeus Customer Success Manager (CSM) empowers customers to unlock the most value from Amadeus solutions, driving higher return on investment and significant business impact. CSMs bring expertise to support customer business expansion, understanding customer needs and constraints, and promoting early adoption and best usage of Amadeus products. They enable Amadeus to respond faster and more precisely to customer needs, ensuring their success and satisfaction.
Job Description:
The Customer Success Manager partners with customers to maximize adoption and ensure they receive all necessary assistance to achieve desired business outcomes after implementing our solutions.

Help customers maximize the value of our solutions by building strong relationships with their operational experts and decision makers, such as the CIO or COO. Through consultative discussions, Gain a deep understanding of the customer’s business and ensure our solutions support their strategic goals. This approach also generates new leads and qualified opportunities, which actively pursue in collaboration with Sales & Account Executives.

In This Role You’ll

- Own the Distribution customer success plan
- Drive customer alignment and goal-setting
- Orchestrate Amadeus roles in engaging customer in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, method for tracking, and Success Plan elements
- Co-create success plan with buyer / decision makers, codifying program value-driving outcomes




- Set clear expectations on engagement model with stakeholders building stakeholder maps, communicating role of CSM, and with implementation, communicating resource requirements, and risks, based on customer deployment readiness
- If there is a new customer or new solution, participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context

New solution implementation

- Ensure adoption and usage
- Support implementation team when sharing progress updates to key buyer / decision maker on implementation journey
- Co-Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment goals
- Proactively check-in post launch discussing key data points and tactically problem-solve ways to boost adoption

Manage ongoing customer health

- Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption
- Share best practices for solution usage with customers. Engage Amadeus consulting resources when necessary to conduct Health Checks.
- When and where relevant, lead regular distribution success reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking




- Play coordinating support role whenever customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates
- Deliver and explain dashboards relevant to customers business outcomes
- Advocate for customer internally through prioritization process with Product Management Marketing and with Amadeus leadership engagement when necessary.
- Provide functional support and Orchestrate (new) business requirements through the customer & product cycles
- Ensure customer satisfaction: Regularly and proactively check in with customers to gather feedback and increase satisfaction scores (e.g., NPS). Collaboratively with the account team, organize the analysis of the Amadeus Customer Relationship Survey results, create or update the related action plan, and follow up on it. Support the Amadeus Customer Relationship Survey process globally by representing airline distribution customers’ needs: handling preparation activities, suggesting improvements in the survey and process, etc.

Support AM in renewals and expansion (upsell)

- Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management). Open leads as required accordingly.
- Check-in regularly with AM to discuss opportunities for account growth (in line with AM account plan), and ways to address bottle-necks to growth
- Support AM & Distribution Sales in renewals preparation, being pulled in by AM to share customer progress towards value (Customer Success Plan) that AM will use to drive renewals treatment

About the Adecuado Candidate

- Education: Bachelor’s degree in Business, Engi

📌 Customer Success Management Principal (Bogotá)
🏢 Amadeus
📍 Bogotá