Job Title

Customer Success Management Senior Specialist

Summary:

The Customer Success and Adoption Manager will be an important contributor to the Amadeus Discover project. Amadeus Discover is a new platform designed to improve how travelers find and book more than 200,000 tours and activities worldwide. It provides travel agencies and online travel agencies (OTAs) with access to a wide catalogue of experiences, enhancing customer journeys and supporting additional revenue. Your primary responsibility will be to ensure customer success by understanding customer needs and environments, developing deep knowledge of our products, and guiding successful outcomes for our customers (mainly Online and Retail Travel Agencies). You will also build expertise in content selection and management, with a traveller-centric view on the best activities for different types of travelers.

In this role you will:

Key Responsibilities:

Customer Success Strategy: Develop and execute a strategy that aligns with our business goals (i.e. increase booking volumes) and drives customer satisfaction and loyalty.Customer Insights and Engagement: Understand customer business environment and their needs, ensure product fit, foster strong relationships, and act as their primary point of contact.Product Mastery: Become an expert in our products and services to effectively guide customers and maximize their value.Adoption and Performance: Lead initiatives to increase product adoption, track KPIs and identify areas for continuous improvement.Cross-Functional Collaboration: Work closely with sales, product, and support teams to ensure a seamless customer journey and resolve issues promptly.Issue Resolution: Proactively identify and resolve customer issues, ensuring a high level of customer satisfaction.Reporting: Provide regular reports on customer success metrics and initiatives.Content Expertise: Curate and manage content (activities at destination) and develop a deep understanding of the industry to ensure our offerings are competitive and relevant. Collaborate with content partners, for content creation and curation. Maintain a comprehensive understanding of our catalogue.

About the ideal candidate:

University Degree in business, marketing, or a related field; advanced degree preferred5 – 6 years of experience in a Customer Success or similar role, with a track record of driving customer adoption.Excellent communication and interpersonal skills.Ability to analyze data and use insights to drive decision-making.Experience working in a fast-paced, dynamic environment.Strong problem-solving skills and a proactive approach to customer issues.In-depth knowledge of the tours and activities industry is a plusFluency in English is a must; proficiency in Spanish and/or Portuguese and/or German is highly desirable.

                                

What we can offer you:

💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.🌎 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 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.🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Join us and take your career to the next level while making a significant impact on product development and user experience!

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.