Amadeus Hospitality – VP Customer Success – Remote – USA

Job Description

VP Customer Success

• Summary of the role:

Lead the efforts of the Customer Success NORAM team in order to:

• Drive customer usage and adoption of Amadeus Hospitality product
• Prove the value proposition agreed upon during the sales process
• Generate Amadeus Hospitality revenue through upsell and cross-sell and lay the ground for contract renewals
• In this role you’ll:

Customer Account development

• Exceed assigned retention goals by cultivating relationships with stakeholders across an assigned account
• Become the primary point of contact for optimization and usage of tools
• Evaluate the satisfaction of customers with the product to preemptively solve problems
• Gather Customer usage data relevant to product development
• Collect and share the business process and marketing best practices
• Participate in customer projects to handle the AH activities
• Identify opportunities to expand the AH footprint within the account

Customer Relationship / Internal coordination :

• Manage the resolution of customer issues through internal AH channels
• Generate performance reports, monitor customer activities, and take appropriate corrective actions
• Proactively contact customers to inquire about lack of usage and solve any potential issues
• Suggest configuration and usage changes that might increase value to the customer
• Monitor, develop, and implement corrective action plans in advance of upcoming renewals
• Escalate 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 developed
• Introduce new features and functionality and adjust processes and workflows to best utilize new product features. Inform and train customers of new releases and capabilities
• Support DOSAM with Customer Business Reviews through the delivery of strategic and operational performance information against client goals
• Provide customer feedback to Leader and Product Team for  road map consideration
• Talent Development and Retention – Recruit and develop a high-performing team of Customer Success Managers to identify the needs of the largest hotel companies and execute strategies to grow these relationships.
• Develop and execute plans to retain top talent over the long term.

Internal Relationships

• Create strong partnerships with all product and support organizations – finance, legal, PCB to streamline processes to effectively serve customers
• Develop and support a culture of knowledge sharing within the Amadeus Hospitality organization
• Ensure and enable clear communication among the product and  commercial teams in the region
• Support regional sales and marketing best practices through the corporate Best Practices organization
• Share success stories with Amadeus colleagues within and outside the region
• Share experiences and lessons learned (through forums, calls, communities, etc) with the entire Amadeus commercial community

• About the ideal candidate:
  • Bachelor’s degree – MBA preferred
  •  +15 years of Sales leadership leading teams that serve large complex customers.
  • Advanced technical knowledge of products and use of relevant tools
  • Proficient communication skills
  • Knowledge of hospitality business relevant to the product.
  • Ability to achieve customer financial/ operational goals by influencing behavior
  • Ability to multi-task, prioritize, and experience in Portfolio management

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurance, and other competitive benefits.
• Work from anywhere: onsite, hybrid, or fully remote.

• Professional development to broaden your knowledge and enhance your skills with online learning hubs packed with technical and soft skills training that allow you to develop and grow.
• Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies, and take on a role that impacts millions of travelers around the globe.

The application process takes no longer than 10 minutes!
Create your candidate profile, upload your Resume/CV, and apply today!

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to the performance of work involved.