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Client Success Specialist

3 months ago

Lévis, Quebec, Canada Amadeus Full time

Job Title

Client Success Specialist - Travel Sector

Overview of the Position:

The Client Success Specialist - Travel Sector at Amadeus is dedicated to enabling our clients (Travel Agencies) to maximize the benefits of Amadeus solutions, ensuring a higher return on their investment and a more substantial impact on their business. This role focuses on providing expertise to facilitate the growth of our clients' businesses. The specialist is tasked with comprehending the requirements and limitations of clients while advocating for the early adoption and optimal utilization of Amadeus products to extract maximum value.

The Client Success Specialists collaborate closely with clients to enhance product adoption and guarantee they receive the necessary support to achieve their business objectives promptly after implementing our solutions. Key performance indicators for this role include customer satisfaction, product adoption, value delivered, low attrition rates, and growth through upselling.

While Account Managers serve as the primary contact for clients, Client Success Specialists oversee the post-sales process. They play a crucial role in identifying opportunities for upselling, facilitating renewals, and expanding client accounts. Depending on the complexity and strategic importance of a client, a specialist may be assigned to one or multiple accounts, working in tandem with the Account Manager. This is an individual contributor position.

Key Responsibilities:

Develop the Client Success Strategy:

  1. Foster alignment with clients and establish goals.
  2. Coordinate Amadeus roles in engaging clients in initial goal-setting, including meetings with key decision-makers to agree on performance indicators and success plan components.
  3. Collaborate with clients to create a success plan that outlines value-driven outcomes.
  4. Set clear expectations regarding engagement models with stakeholders, including resource requirements and risks based on client readiness for deployment.
  5. Participate in internal transition meetings organized by the Account Manager to gain insights into the Account Plan and client context.

Implementation of New Solutions:

  1. Ensure prompt adoption and usage of new solutions.
  2. Assist the implementation team in providing progress updates to key stakeholders regarding the implementation journey.
  3. Lead the final "go-live" meeting with key administrators and decision-makers post-implementation to align on deployment objectives.
  4. Conduct proactive check-ins post-launch to discuss key metrics and identify strategies to enhance adoption.

Monitor Ongoing Client Health:

  1. Regularly review key performance metrics, reaching out when they fall below targets, and devise strategies to enhance adoption.
  2. Share best practices for product usage with clients and engage Amadeus consulting resources as needed for health assessments.
  3. Conduct regular business reviews to evaluate progress towards value delivery and identify areas for improvement based on success metrics.
  4. Serve as the primary contact for escalations from client leaders, addressing technical challenges by mobilizing resources and providing progress updates.
  5. Present and explain dashboards relevant to clients' business outcomes.
  6. Advocate for clients internally, prioritizing their needs with Product Management and Amadeus leadership when necessary.

Additional Role Expectations:

Understanding Client Needs:

  1. Ability to comprehend client needs and overall business objectives.
  2. Strong client management skills, including emotional intelligence, to relate to clients and understand their challenges.
  3. Creative problem-solving and strategic thinking to identify solutions that meet client goals.
  4. Capability to develop and implement effective Client Development Action Plans for accounts.

Lifecycle Management:

  1. Anticipate unique challenges and propose innovative solutions to ensure seamless operational transitions.
  2. Conduct training sessions for clients to enhance their capabilities focused on long-term value creation.
  3. Regularly engage with clients to gather feedback and improve satisfaction metrics.

Relationship and Network Building:

  1. Develop strong relationships with primary clients.
  2. Influence decisions and provide support as needed.
  3. Effectively communicate ideas to diverse internal and external audiences.

Resource Management:

  1. Exhibit strong collaborative leadership, working cross-functionally to achieve account objectives.
  2. Clearly communicate with the delivery team during transitions.

Ideal Candidate Profile:

  1. Bachelor's degree or equivalent professional experience.
  2. At least 5 years of experience in roles such as Account Manager, Delivery Manager, Customer Care, Product Management, or IT Account Management. Candidates with a background in Customer Success within the travel sector are also encouraged to apply.
  3. Strong understanding of the travel agency ecosystem.
  4. Experience in client-facing roles at all levels.
  5. Comprehensive knowledge of the travel industry, including key players, trends, and principles.
  6. Familiarity with client business drivers and competitive landscape is essential, preferably in a matrix organization.
  7. Proficiency in Microsoft Office, Qlik, and Tableau is required.
  8. Ability to learn and navigate Amadeus internal tools.
  9. Proficiency in English is required.
  10. Strong knowledge of Amadeus products and solutions.
  11. Expertise in analytical, reporting, planning, and marketing tools.
  12. Strong data synthesis skills to derive insights from various indicators.
  13. Conceptual thinking skills to develop client-specific use cases.
  14. Knowledge of technologies and industry trends.
  15. Willingness to travel as needed.

Working at Amadeus:

  1. A Meaningful Mission: At Amadeus, you will contribute to shaping the future of travel.
  2. Global Perspective: Our operations and culture are inherently global.
  3. Opportunities for Growth: Continuous learning is encouraged through various training and interactions.
  4. Supportive Environment: We prioritize a nurturing workplace that balances career and personal life.
  5. Comprehensive Rewards: We offer competitive remuneration packages, including salary, bonuses, and benefits.
  6. Flexible Work Model: We support our employees in achieving their best work in a manner that suits them.
  7. Inclusive Community: We value diversity and leverage it to foster innovation and collaboration.
  8. Trustworthy Company: We uphold trust and reliability in our relationships with clients and employees.

Application Process:

The application process is straightforward and efficient.

Commitment to Diversity & Inclusion:

Amadeus is an Equal Employment Opportunity Employer, ensuring fair consideration for all applicants.