Customer Success Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates AlAlamein International University Full time


Job Description

Job Title

Customer Success Manager - Operational Performance

Purpose of the role:

Amadeus Customer Success Management - Operational Perfomance Managers (CSM-OPM), are the customer advocate, empowering the voice of the customer for technology, operational and security matters within Amadeus to meet customer demands and needs by:

  • Partnering with the airline customers to keep the business services under continuous execution in a resilient, reliable, scalable, and secured production environment to accomplish zero or minimum disruption to business operations and performance.
  • Focusing on Operational Excellence, Customer Relationship and Customer Advocacy to increase Customer Satisfaction and Loyalty that benefits Amadeus to retain and extend the existing business and open new business possibilities and opportunities.
  • Ensuring system stability and performance are maintained up above the service level committed to the customers upfront in the sales process and review the performance with the customers on a regular basis.
  • Building strong customer relationship thorough continuous engagement and governance, address customer pain-points and provide regular updates on the performance and continuous service improvements.

Depending on the size, complexity and strategic value of customer to Amadeus, CSM- OPM can be assigned to 1 or multiple accounts. The CSM work hand-in-hand with the Account Manager and in an integral member of the Extended Account Team.

Main responsibilities:

Operational Excellence:

  • Participate in EAT handover meetings organized by Account Management after go-live, to fully comprehend the customer context and account development plan as well as the contractual commitments on the service level agreements (SLA) and service credit regime, to initiate data collection, benchmarking and develop reports for the service level performance reporting.
  • Manage contractual obligations in terms of Service Level Agreements, preparing, sharing, and reviewing the service level performance report timely with the customer to ensure the contents are effectively comprehended.
  • Proactively review key metrics, initiating reviews whenever Quality of Service (QoS) drop below norm to ensure that any long-term service degradation is minimized or prevented in order to avoid service defaults and penalties.
  • Lead monthly, quarterly, and yearly operational reviews to discuss the progress of Amadeus technology evolution, stability, security and process improvements towards value and operational excellence. Agree improvement plans with the customer and internal streams where required to maintain customer confidence.
  • Co-Create continuous improvement plans to drive value-oriented outcomes and system stability and performance.
  • Look for opportunity to improve Quality of Service (QoS), includes remodeling, refining and implementing new service level commitments to raise customer satisfaction by collaborating with Sales, Legal, Contract Management and Commercial units.
  • Calculate and report service credits, to derive and settle the service rebates based on the service credit scheme, on quarterly/half-yearly/annual basis as agreed in the contract working with Account Management, RevOps and Corporate Finance.

Customer Relationship:

  • Set clear expectations on the engagement model with key stakeholders including external meetings with decision makers to agree on the governance, support and reporting processes through a comprehensive Customer Service Plan (CSP) to achieve and sustain customer expectations.
  • Share and promote best practices for IT Service Management processes to drive customer satisfaction and assure confidence in Amadeus operational procedures.
  • Manage, update, and participate in the evolution of Customer Service Plans which detail the operations processes and key contact details.
  • Act in a coordinating support role whenever a customer runs into technical challenges, involving individuals with relevant expertise to assist in addressing the customer's constraints.
  • Manage service disruptions, when caused by major incidents, ensure the customers are notified timely, share the post incident summary of the impact, root cause and recovery actions, follow through residual actions, identify and track through problem management process
  • Be an escalation Point of Contact, for operational matters when not progressing in accordance with customer expectations based on the documented procedures in the Customer Service Plan.

Customer Advocacy:

  • Support Operational Change Management, participate in the internal maintenance window planning to protect individual customer interests / events / campaigns and ensure customer awareness of upcoming system changes impacting the services to avoid or minimise disruptions to the customer's business operations and performance.
  • Support Technology evolutions, engage with the customer to ensure awareness of upcoming major upgrades and migrations as well as maintenance activities around both internal and external infrastructure and networks. Ensure timely communication to the customers with the clear definition of impact.
  • Support Security Management, drive customer awareness on the industry standards and interface with Amadeus CISO for security vulnerabilities and threats, compliance projects and industry mandates that do, or may have the potential to, impact the customer
  • Communicate internally customer events, notify to Amadeus such as, sales campaigns, festivals, sports events, change in customer systems and disaster recovery rehearsals ensuring that the customer provides significant prior notice to ensure the ability of Amadeus to act accordingly to support the event.

About the ideal candidate:

  • Prior successful experiences in a customer facing role, such as account manager, delivery manager, customer care, product management, IT account management.
  • Deep understanding of the travel industry (players, trends, principles) and also of the customer whether large or small, airline or Travel Seller. Knowledge of customer business drivers and well as their competitive landscape.
  • Curious and knowledgeable about Operations and Amadeus solutions. Can extract and articulate technology or operational matters to customers.
  • Appetite to understand deep customer needs and their businesses. Demonstrated ability to advocate for customer internally. Ability to develop network internally and with customer.

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.



Job Requirements
null

#J-18808-Ljbffr

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates JJO Pentester Enterprise Full time

    Customer Success Manager responsibilities include: Sustaining business growth and profitability by maximizing value Analyzing customer data to improve customer experience Holding product demonstrations for customersJob briefA Customer Success Manager's responsibilities include supporting customers as they transition from sales prospects, building close...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Digital Gravity Full time

    Customer Success Manager - Job DescriptionWe at Digital Gravity hiring an experienced Customer Success Manager to help us keepgrowing. If you're dedicated and ambitious then this is an excellent place to grow your career.Don't hesitate to apply.Responsibilities for Customer Success ManagerEstablish clear retention goals and process milestones for the client...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Dynamic Yield Full time

    About Our Customer Success Manager:Dynamic Yield, by Mastercard is on the lookout for a Customer Success Manager. This role is a critical juncture between our sophisticated software and client happiness. Our customers depend on being able to understand and best use Dynamic Yield products so that it's the perfect fit for their needs. This is a role for...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates AlAlamein International University Full time

    Job DescriptionRole DescriptionThe Customer Success Manager will be responsible for ensuring the satisfaction and retention of our clients. This is a full-time on-site role located in Dubai. The Customer Success Manager will be responsible for managing and building relationships with clients, assessing their needs, and ensuring their success with our...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Digital Saints | Start-up Talent Partner Full time

    Customer Success Manager | Digital Saints | Start-up Talent Partner DubaiDigital Saints: Your talent accelerator for tech and crypto startups and scaleups. Based in London and Dubai, we specialise in rapid scaling for businesses needing 1-200 hires.Are you a seasoned Customer Success Manager with a passion for technology and health? Do you have prior...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates EasyGenerator Full time

    Full-timeCompany Description:With offices in four locations worldwide, Easygenerator is growing quickly. We are constantly improving our product to become the global category leader and aim for hyper growth each year. At Easygenerator, we challenge, we own, we deliver, and we experiment. Our success comes from our people, and we are looking for a Customer...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates RELX Full time

    Customer Success Managers (CSMs) aim at improving customer adoption and engagement by partnering with their customers based on their key objectives. In collaboration with other teams, they act as a trusted partner to help their customers achieve success by leveraging the full power of Elsevier solutions. The CSMs objectives are to increase value, retention,...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates CryptoNewsZ Full time

    Customer Feedback and Analysis:Gather customer feedback through surveys, interviews, and other channels.Analyze feedback to identify trends and areas for improvement in our products or services. Metrics and Reporting:Establish key performance indicators (KPIs) to measure customer success and satisfaction.Provide regular reports to management on customer...

  • Customer Success Manager

    4 weeks ago

    Dubai, Dubai, United Arab Emirates Gulf Career Hunt Full time

    Join Our Team as a Customer Success Manager at Miamin Systems Inc Are you passionate about driving customer satisfaction and ensuring their success? Miamin Systems Inc is seeking a dedicated Customer Success Manager to join our innovative team.If you thrive in a fast-paced environment and excel at building strong client relationships, we want to hear from...

  • Customer Success Manager

    2 months ago

    Dubai, Dubai, United Arab Emirates Gulf Career Hunt Full time

    Join Our Team as a Customer Success Manager at Miamin Systems Inc Are you passionate about driving customer satisfaction and ensuring their success? Miamin Systems Inc is seeking a dedicated Customer Success Manager to join our innovative team.If you thrive in a fast-paced environment and excel at building strong client relationships, we want to hear from...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Digital Saints | Start-up Talent Partner Full time

    Customer Success Manager | Digital Saints | Start-up Talent Partner DubaiDigital Saints: Your talent accelerator for tech and crypto startups and scaleups. Based in London and Dubai, we specialise in rapid scaling for businesses needing 1-200 hires.Are you a seasoned Customer Success Manager with a passion for technology and health? Do you have prior...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates PrecisionHire Solutions Full time

    Customer Success Manager| PrecisionHire Solutions DubaiFind the Perfect Candidate Fit and Empower Your Company's Growth with Precision Hire SolutionsCustomer Success Manager | PrecisionHire Solutions Dubai | Apply NowBachelor's degree in Business Administration, Marketing, or related field.Proven experience in customer success, account management, or...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates PrecisionHire Solutions Full time

    Customer Success Manager| PrecisionHire Solutions DubaiFind the Perfect Candidate Fit and Empower Your Company's Growth with Precision Hire SolutionsCustomer Success Manager | PrecisionHire Solutions Dubai | Apply NowBachelor's degree in Business Administration, Marketing, or related field.Proven experience in customer success, account management, or...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Genesys Full time

    Customer Success Manager | Genesys DubaiGenesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates GlobalData Plc Full time

    Customer Success Manager, MEED ProjectsDubaiJob Description:As a Customer Success Manager (CSM), you are a key team member playing a critical role in our customer's journey, by supporting our clients in achieving significant value on their investment with MEED. The nature of the role requires listening to and understanding customer's needs, proactively...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates CryptoNewsZ Full time

    Customer Feedback and Analysis:Collectingcustomer feedback via surveys, interviews, and othervenues.Examining feedback to pinpoint patternsand opportunities for enhancing our products orservices.Metrics and Reporting:Definingcritical performance indicators (KPIs) for gauging customer success andcontentment.Presenting regular updates toexecutives regarding...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates IFS Full time

    Company DescriptionIFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters-at the Moment of Service.At IFS, we're flexible, we're innovative,...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Jobot Full time

    Qualifications ven work experience as a Customer A minimum of Success Manager, Account Manager, 3 years of experience in Key Account Manager a customer success, Sales Account, enterprise sales Manager, Junior, or solutions architecture role in Account Manager, or relevant role the technology industry.Demonstrable ability Proven track to communicate, record...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Clarivate Full time

    We are looking for a _Customer Success Manager_ join our global Customer Success team The main purpose of the Customer Success Manager is to manage an assigned territory and book of business associated with Academic & Government Information Solutions and eBooks Customer Success Team.In this role you will provide education materials and services, identify and...

  • Customer Success Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Genesys Full time

    Customer Success Manager | Genesys DubaiGenesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they...