Head of Customer Success Management, Hospitality InternationalApply
Locations: Barcelona, Madrid
Time Type: Full time
Posted on: Posted Yesterday
Job Requisition ID: R19742
Job Title Head of Customer Success Management, Hospitality International
Summary In this role, you will lead the efforts of the Customer Success International team, covering EUROPE, APAC, IMEAT, and LATAM markets, in order to drive customer usage and adoption of the Amadeus Hospitality suite of IT products. You will be responsible for proving the value proposition agreed upon during the sales process and generate Amadeus Hospitality revenue through upsell and cross-sell and lay the ground for contract renewals.
Key Responsibilities Customer Account Development Exceed assigned retention goals by cultivating relationships with stakeholders across an assigned accountBecome the primary point of contact for optimization and usage of toolsEvaluate customer satisfaction with the product to preemptively solve problemsGather customer usage data relevant for product developmentCollect and share business process and marketing best practicesParticipate in customer projects to handle the AH activitiesIdentify opportunities to expand the AH footprint within the accountCustomer Relationship / Internal Coordination Manage the resolution of customer issues through internal AH channelsGenerate performance reports, monitor customer activities, and take appropriate corrective actionsProactively contact customers to inquire about the lack of usage and solve any potential issuesSuggest configuration and usage changes that might increase value to the customerMonitor, develop, and implement corrective action plans in advance of upcoming renewalsEscalate potential cancellations to the Director of Sales and other relevant parties. Work internally and externally to ensure risks are identified and managed and a plan developedIntroduce new features and functionality and adjust processes and workflows to best utilize new product features. Inform and train customers of new releases and capabilitiesSupport Account Managers with Customer Business Reviews through the delivery of strategic and operational performance information against client goalsProvide customer feedback to the Leader and Product Team for roadmap considerationEnsure the adoption and evolution of the SLTC program post-hypercare for the management of customers, pipeline, and lead generationTalent Development and Retention Recruit and develop a high-performing team of Customer Success Executives to identify the needs of the largest hotel companies and execute strategies to grow these relationshipsDevelop and execute plans to retain top talent over the long termInternal Relationships Create strong partnerships with all product and support organizations - finance, legal, PCB to streamline processes to effectively serve customersDevelop and support a culture of knowledge sharing within the Amadeus Hospitality organizationEnsure and enable clear communication among the product and commercial teams in the regionSupport regional sales and marketing best practices through the Sales Enablement organizationShare success stories with Amadeus colleagues within and outside the regionShare experiences and lessons learned (through forums, calls, communities, etc.) with the entire Amadeus commercial communityThe Ideal Candidate 15+ years of Sales leadership leading teams that serve large complex customersAdvanced technical knowledge of products and the use of relevant toolsProficient communication skillsKnowledge of the hospitality business relevant to the productAbility to achieve customer financial/operational goals by influencing behaviorAbility to multitask, prioritize, and experience in Portfolio management
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