Principal Customer Success Management

Job Title

Summary:

**** Role is based in Gurgaon, Haryana, India ****

The person will be responsible for managing key customers and empowering them to unlock the most value out of Navitaire solutions, for higher return on their investment and business impact. Customer Success Managers (CSMs) bring knowledge and skills to support our customer business expansion. They will understand the needs and constraints of customers to promote early adoption and best usage of Navitaire products to derive maximum value for the customer. CSMs partner with the customer to maximize adoption and assist to ensure that customers receive positive business outcomes after implementation of our solutions. CSMs lead the post-sales cycle and are an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts.

In this role you will:

Common accountabilities:

• Proficient in technical knowledge to ensure teams perform effectively. Recognized as an expert in their own area and may formally train Specialists/Senior Specialists.
• Understand how primary business drivers may impact their own area. Can assess complex problems with broad impact on the activity, improve processes, recommend solutions and risk mitigation plans. Able to communicate detailed information.
• Work with a high level of autonomy, based on management directions. Guide projects or contribute to broad cross-functional projects. May contribute to planning of resources and budget.

Specific accountabilities:

Drive up-front customer alignment and goal setting:

• Participate in internal handover meetings organized by Account Management to understand Account Plan and customer context.
• Coordinate Navitaire roles in engaging customers in upfront goal setting and design, including external meetings with key decision makers to agree on program KPIs, method for tracking, and program design elements.
• Co-create success plans with buyer/decision makers, codifying program value-driving outcomes.
• Set clear expectations on engagement model with stakeholders based on customer deployment readiness.

Ensure early adoption and usage:

• Share progress updates with key buyer/decision maker on implementation journey working with the implementation team.
• Lead final "go-live" meeting with key administrators and decision maker post-implementation to align on deployment.
• Proactively check-in during the first 90 days post-launch discussing key data points (user/admin login rate, number of active users) and collaboratively find ways to boost adoption.
• Share helpful resources and collateral content with administrators in early stages to support deployment.

Manage ongoing customer health:

• Proactively review key metrics, reach out whenever they drop below target, and find ways to drive adoption.
• Lead monthly, mid-year, and annual business reviews to discuss whether Navitaire is progressing towards value and opportunities for improvement based on success charter and KPI tracking (where available, via automated dashboards).
• Act in a coordinating support role whenever customers encounter technical challenges by engaging individuals with relevant expertise to address these and providing progress updates.

Support Account Manager (AM) in renewals and expansion (upsell):

• Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and AM).
• Check-in regularly with AM to discuss opportunities for account growth (in line with AM account plan), and ways to address bottlenecks to growth.
• Support AM with renewals preparation, to share customer progress towards value (Customer Success Plan) that AM will use to drive renewals treatment.

About the ideal candidate:

• University degree in Business Administration, or a related field
• Experience in Customer Success, Account Management, or related client-facing roles
• Experience working in the airline industry in roles related to technology, either as an IT professional or a business user of airline systems.
• Experience or knowledge of Passenger Service Systems (PSS) and exposure to multiple providers
• Experience in leading and scaling post-sales customer strategies across complex customer portfolios.
• Knowledge of customer onboarding, adoption, and renewal processes, with an understanding of how to drive long-term value for enterprise customers.
• Skilled in developing and executing customer success plans, analysing customer data, and proactively managing risk.
• Strong communication and stakeholder management skills, with the ability to influence at all levels.

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

#LI-KA1

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.