Customer Success Manager
Common accountabilities:
- Proficient in technical knowledge to ensure team performs at a high level. Is recognized as a leader in own area and may formally train Specialists/Senior Specialists.
- Understands how main business drivers may impact on own area. Can assess complex problems with broad impact on the activity, improve processes, recommend solutions and risk mitigation plans. Able to communicate complex information.
- Works with a high level of autonomy, based on management directions. Leads projects or contributes to broad cross-functional projects. May contribute to planning of resources and budget.
Specific accountabilities:
Drive up-front customer alignment and goal-setting
* Participate in internal handover meetings organized by AM to understand Account Plan and customer context
* Orchestrate Amadeus roles in engaging customer in upfront goal-setting and design – including external meetings with (key) decision makers to agree on program KPIs, method for tracking, and program design elements
* Co-create success plan with buyer / decision makers, codifying program value-driving outcomes
* Set clear expectations on engagement model with stakeholders building stakeholder map, communicating role of CSM, and with implementation communicating resource requirements, and risks, based on customer deployment readiness
Ensure early adoption and usage
* Share progress updates to key buyer / decision maker on implementation journey working with implementation team
* Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment
* Proactively check-in during first 90 days post launch discussing key data points (user/admin login rate, number of active users) and tactically problem-solve ways to boost adoption
* Share helpful resources and collateral content with administrators in early stages to support deployment
Manage ongoing customer health
* Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption
* Lead monthly, mid-year and annual business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking (via automated dashboards)
* 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
Support AM in renewals and expansion (upsell)
* Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management).
* 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 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
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
