Manager, Customer Success Management

Overview

Lead and manage Amadeus customer success activities and a team of customer success professionals across India, focused on airport and border authority customers.

What you'll do

• Lead and coach the Customer Success team supporting customers across India.
• Monitor key Customer Success indicators, including customer satisfaction surveys, adoption and usage metrics, to gain insights and identify improvements for customers.
• Build and execute the Customer Success Plan focused on adoption, usage, value realization, and customer satisfaction.
• Develop strong relationships and partnerships with key stakeholders and decision makers within the customers' organizations.
• Focus personally on customer success activities and plan for Mumbai and Navi Mumbai airports.
• Identify opportunities for upsell, cross-sell and account expansion in partnership with Sales and Account Management team.
• Identify the strategies and activities to ensure Amadeus is well-positioned for contract renewals.
• Conduct regular customer business reviews and ensure customers are getting the expected value from Amadeus solutions.
• Support critical customer situations and collaborate with internal teams to drive effective outcomes.
• Set clear expectations and objectives for the team while coaching and supporting their professional development.
• Ensure alignment across Customer Success, Sales & Account Management, Pre-sales, Product, Delivery, and other key stakeholders.

What you'll need

• Strong experience in Customer Success, preferably within a technology or solutions-driven environment.
• Experience in managing, coaching, or leading Customer Success professionals.
• Strong customer relationship and strategic account management skills.
• Good understanding of product adoption, customer value, retention, renewals, upsell, and growth.
• Ability to work across different teams and influence senior stakeholders.
• Strong commercial mindset combined with a customer-focused approach.
• Comfortable working with a high level of autonomy and managing complex customer situations.

Nice to have

• Airport, airline, or aviation industry experience.

Details

• Location: Mumbai.