Job Title
Customer Success Operations, Senior Specialist
Summary:
We are seeking a Business Administrator to manage and enhance our Customer Success Management platform, Totango, to be used by over 250 CSMs within our Travel Unit, initially focusing on Airlines and Travel Sellers, with potential expansion to other business lines. This role is central to ensuring the platform's effectiveness, covering responsibilities such as end-user requirements management, platform configuration and testing, user provisioning, advanced user support, integration management, workflow automation, and analytics/reporting.
In addition, this position involves training the end-users, creating user support materials, ensuring data security, and maintaining compliance with regulations. The ideal candidate will have experience in Customer Success or Customer Success Operations, platform administration, and a strong understanding of Customer Success metrics. This role is crucial for driving customer satisfaction and operational efficiency across our global Customer Success team. We strongly encourage candidates from all backgrounds to apply, as diverse perspectives are key to our success.
In this role you will:
User Management
Oversee user provisioning, including adding and removing users, and assigning roles and permissions to ensure appropriate access levels.
Define and manage user roles to align with team responsibilities.
Configuration and Customization
Configure and customize Totango platform according to the Customer Success Management requirements and processes.
Create and manage custom attributes and customer segments tailored to business needs.
Working closely with other departments, bring data, metrics and KPIs into the tool to enable value adding customer conversations by the CSMs.
Integration Management
In collaboration with DTS, support management of data integrations with other systems.
In collaboration with DTS, ensure data synchronization between Totango and integrated systems, maintaining data accuracy and consistency.
Analytics and Reporting
Design and manage dashboards to provide insights into platform adoption among the CSMs in the regions.
Enable and analyze internal customer feedback for platform evolution and enhancement.
In collaboration with the Commercial & Marketing Analytics team, ensure data consistency between Totango and analytical tools used in the Travel Unit (e.g., Qlik, PowerBI).
Requirements and UAT
Manage the requirements collection process and drive the backlog creation for the tool "run" phase to ensure continuous tool improvement.
Design and drive the UAT process for newly added functionalities.
Communication & Knowledge management
Develop, prepare and deliver training sessions to the end users when required.
Prepare content for Totango release communication notes, Tips & Tricks and/or knowledge management platforms.
Be an active agent of change and collaborate with the rest of the Commercial Operations team in securing Totango's adoption.
About the ideal candidate:
Business Administration: Demonstrates a strong foundation in business operations and management.
Experience with CSM/CRM Portals: Minimum of 2 years using Customer Success Management (CSM) or Customer Relationship Management (CRM) portal (Totango, Gainsight, Salesforce, etc.)
Technical Proficiency: Ensures technical proficiency, especially important for managing platform integrations and data security.
Customer Engagement: Relevant for understanding customer engagement strategies and customer success metrics.
Platform Management: Experience in configuring and managing the platform, creating and managing customer health scores, segments, and automated workflows.
Training and Usage: Hands-on experience in training team members and ensuring effective platform usage across the organization.
Customer Success Knowledge: Good knowledge of customer success strategies, principles, and best practices, along with a comprehensive understanding of business operations and departmental interactions.
Additional Certifications (Optional but Preferred):
Customer Success Management Certification: Demonstrates specialized knowledge in customer success strategies and best practices.
Project Management Certification (e.g., PMP, CAPM): Beneficial for managing and streamlining workflows and automation processes.
Data Analytics Certification: Useful for handling analytics and reporting responsibilities effectively.
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.
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