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Customer Success Management Senior Specialist

THAI-Amadeus Southeast Asia Co. Ltd.
THAI-Amadeus Southeast Asia Co. Ltd. (Bangkok)
Bangkok
Bangkok, Thailand 🇹🇭
THAI-Amadeus Southeast Asia Co. Ltd.
Amadeus is a leading transaction processor for the global travel and tourism industry, providing transaction processing power and technology solutions to both travel providers (including full service carriers and low-cost airlines, hotels, rail operators, cruise and ferry operators, car rental companies and tour operators) and travel agencies (both online and offline). The company acts both as a worldwide network connecting travel providers and travel agencies through a highly effective processing platform for the distribution of travel products and services (through our Distribution business), and as a provider of a comprehensive portfolio of IT solutions which automate certain mission-critical business processes, such as reservations, inventory management and operations for travel providers (through our IT solutions business).

About this position

The Customer Success Management Senior Specialist is responsible for driving customer alignment, ensuring early adoption of solutions, managing ongoing customer health, and supporting account management in renewals and expansion.

Responsibilities

• Own Customer Success Plan: Drive customer alignment and goal setting
• Orchestrate Amadeus roles in engaging customer in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, method for tracking, and Success Plan 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
• If new customer or new solution, participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context
• New solution implementation: Ensure early adoption and usage
• Support implementation team when sharing progress updates to key buyer / decision maker on implementation journey
• Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment goals
• Proactively check-in post launch discussing key data points and tactically problem-solve ways to boost adoption
• Manage ongoing customer health
• Proactive review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption
• Share best practices for solution usage with customers. Engage Amadeus consulting resources when necessary to conduct Health Checks.
• Lead regular (quarterly or annual) Customer Success Reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking
• 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
• Deliver and explain dashboards relevant to customers business outcomes
• Advocate for customer internally through prioritization process with Product Management Marketing and with Amadeus leadership engagement when necessary. Provide functional support and Orchestrate (new) business requirements through the customer & product cycles
• 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

Requirements

• Bachelor's degree in Business, Engineering, Technology, or any related subjects.
• Prior successful experiences where significant amount of time was spent with customers, at all level. Appetite to understand deep customer needs and their businesses. Demonstrated ability to advocate for customer internally.
• Curious and knowledgeable about Amadeus solutions.