Principal Customer Success Management

Job Title

Principal Customer Success Management (Travel Seller)

Purpose of the Role

Amadeus Principal Customer Success Managers (CSMs) support Travel Sellers in maximizing the value of Amadeus solutions, helping them achieve measurable business outcomes and a higher return on investment. CSMs bring expertise to help customers expand their business, understand their needs, and promote early adoption and effective use of Amadeus products. This enables Amadeus to respond quickly and accurately to customer needs.

CSMs work with customers to increase adoption and help them reach their goals after implementation. Key performance indicators (KPIs) include customer satisfaction, solution usage, value delivered, low churn, and growth through upsells. While Account Managers remain the main point of contact, CSMs support the post-sales cycle and contribute to successful renewals and account growth.

Depending on the size and complexity of the customer, a CSM may support one or more accounts. CSMs collaborate closely with Account Managers and are key members of the Extended Account Team.

Roles and Responsibilities

• Common Accountabilities

• 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.

Relevant Work Experience

• 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, , Qlik, and Tableau.
• Effective verbal and written communication skills.

What we can offer you ?

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.

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.