VP Account Management

2 weeks ago

Montreal, Canada Amadeus Full time
Job Title VP Account Management

Summary of the role:

The Vice-President, Account Management, is responsible for the end-to-end performance of the account & relationship with one the leading global airlines and a full stack Amadeus customer.

Key responsibilities include:

Defining and executing the commercial & operational strategy between Amadeus & the Customer by understanding the Airline's key business requirements and establishing a strategy to support these requirements.

Maximizing customer satisfaction across all aspects of the Amadeus - Customer relationship (commercial, operational, solutions, etc.)

Generating short-, medium- & long-term opportunities to ensure revenue growth.

Owning all contracts between Amadeus & Customer

Leading the Extended Account Teams on all aspects related to the account, including solutions, functional & technical issues, delivery, commercial, escalations, etc.

Being the primary entry point for all commercial & contractual items

Managing executive & operational level relationships - the VP is the main escalation point when there are concerns / issues regarding the account.

Identifying key concerns of the customer and developing a strategy to address these & maintaining customer engagements through Quarterly Business Reviews, Innovation & Strategy Sessions, etc.

In this role you’ll:

Account strategy:

Develop and continually refine an Account Development Plan for the Airline ensuring continued success of the account across all key metrics (customer satisfaction, operations, delivery, revenue retention, revenue growth, relationship, etc)

Work with the Airline to understand their specific solution & product needs and identify potential Amadeus solutions to meet these needs

Develop strong relationships with the Amadeus central organization to address & escalate topics

Develop and execute an executive engagement strategy - ensuring appropriate stakeholder mapping and a robust engagement plan

Customer P&L and Sales Targets:

Manage P&L responsibility for the Airline.

Deliver on sales targets: sales, upsell, renewals/renegotiation, etc.

Identify un-met revenue opportunities (ex. standalone components, services, etc.) and drive the required analysis and commitment to secure investment and resources.

Build strong commercial relationships

Account Governance and Customer Satisfaction:

Build strong relationships within Customer's IT and business teams.

Ensure a high level of Customer satisfaction is reached and secured in a sustainable manner for the Airline.

Identify customer pain points and prepare action plans to address / mitigate, securing Central support / resources / commitments as required to demonstrate improvement to the Airline.

Develop an Account Governance Plan with at least a minimum yearly strategic review with Senior Management, and quarterly meetings with each strategic area.

Talent Management and Engagement:

Lead a team of engaged, high performance Account Managers.

Provide coaching and mentoring on their roles and motivate the team to achieve success; this includes articulating value proposition, driving pre-sales efforts (demos, PoCs, product development assessments), enabling consultative selling, supporting upsell/cross-sell efforts, prepare for and drives renewals meetings with accounts, building account development plans, preparing business cases, negotiating.

Guide team members in best practices and ensure the Account Management model is being applied as designed.

Ensure available tools, metrics, accesses, and permissions are available to the team so they can perform to the best of their capacity.

Support the people's growth and plan career development in the context of the role

About the ideal candidate:

Education: Bachelor Degree and /or equivalent work experience.

15 years previous experience as a consultant (with one of the larger consulting firms), or previous experience in account management with a large customer (
$50M annual revenue)

Experience working in Canada with large Canadian customers is a plus

Minimum of 5 years previous team leadership. Strong capability to effectively manage cross-functional teams.

Strong experience in working with airlines or travel agencies in an account management role

Exceptional communication skills (written / verbal) and exceptional interpersonal skills.

Candidate is expected to be well versed in Amadeus processes, policies, solutions, market position, value proposition, yet not appear as a sales professional

The Account Director will need to establish relationships at all levels to manage escalations and gradually reduce them over time.

Must be willing to relocate to Montreal within a specified period of time.

Travel required– 50-60 % within Canada, Dallas, Nice, Bogota and Bangalore

English speaking (written & verbal) . French speaking preferred but not required.

Existing relationships with regional and central product teams is an advantage.

Familiarity with Amadeus solutions / offerings is required, but deeper knowledge is an asset

Strong operational experience will be required.

Negotiation skills will be needed to deftly manage difficult discussions. Candidate must be skilled in reaching diplomatic solutions to contentious challenges.

Position is located in Montreal

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. #J-18808-Ljbffr

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