Customer Success Manager - Qatar Based
Location
Dourados, MS | Brazil
Job description
Customer Success Manager - Qatar Based page is loaded
Customer Success Manager - Qatar Based
Apply locations Dubai II time type Full time posted on Posted 4 Days Ago job requisition id R16610
Job Title
Customer Success Manager - Qatar Based
Responsible for managing Qatar Airways and empowering them to unlock the most value of Amadeus solutions for higher return on their investment and business impact.
* 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.
About Us
At Amadeus we’re powering better journeys through travel technology, creating the new and unexpected in the world of travel. And so can you!
We’re a global team of over 16,000 professionals of 149 nationalities, working across 190 countries. Join us to add your voice to our diverse mix for better discussions, decisions and outcomes for everyone.
Be innovative. Be impactful. Be Amadeus. #J-18808-Ljbffr
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