Customer Success Specialist - Service Optimization

About the Role

Key Responsibilities

• Exceed assigned retention goals by cultivating relationships with stakeholders across assigned accounts.
• Become the primary point of contact for optimization and usage of Amadeus products and services.
• Gather customer usage data relevant for product development and enhancements.
• Collect and share business process and marketing best practices.
• Identify and act on opportunities to improve current usage and adoption of Amadeus Hospitality products and services.
• Generate revenue through upsell and cross-sell opportunities, ensuring clients see the value of Amadeus products for seamless renewal contracting.
• Oversee the Customer Success function, serving as the central point of contact and product expert for assigned products.
• Provide revenue management, marketing, product optimization strategies, and budget suggestions to support customers.
• Drive effective strategies to achieve organic growth and expand business by creating value propositions proactively.
• Develop value-driven materials to share during client calls, considering booking patterns, customer profiles, and marketing channels.
• Collaborate with Customer Success, Sales, Product, and other internal departments to ensure renewals and new revenue opportunities are actioned.

Requirements

• Bachelor's degree in a related business field or equivalent work experience.
• 3+ years of experience in hospitality Customer Success, hotel revenue management, eCommerce, marketing, sales, or providing services and solutions to hotels via a SaaS company.
• Prior experience managing and optimizing a portfolio of customers.
• Demonstrated experience managing a portfolio of accounts and achieving financial goals.
• Good knowledge and understanding of Amadeus products and the hotel industry.
• Proficiency with MS PowerPoint, Word, Excel, and Outlook; knowledge of Salesforce.com preferred.
• Proficiency in English.
• Ability to complete multiple tasks concurrently and deliver results under pressure.
• Detail-oriented with a bias toward action; project management experience preferred.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent business and people skills, including planning, presentation, sales, and business acumen.
• Effective communication skills across all levels and departments.
• Self-motivated, goal-oriented, and able to work independently.

Nice to Have

• Knowledge of Salesforce.com.
• Revenue Management skills.
• Experience with project management.

Qualifications

• Bachelor's degree in a related business field or equivalent work experience.

Benefits & Perks

• Competitive remuneration, annual bonus, vacation and holiday paid time off, health insurances, and other benefits.
• Work from anywhere: onsite, hybrid.
• Professional development through online learning hubs.
• Inclusive and diverse workplace environment.
• Opportunities to learn through on-the-job training and formal activities.
• Supportive work environment fostering work-life balance.