Senior Manager, Customer Success Management AirOps, APAC

Job Title

Senior Manager, Customer Success Management AirOps, APAC

Summary of the role

The Senior Manager, Customer Success Management AirOps, APAC (CSM) is responsible for leading a team that combines Customer Success Managers and Airport Delivery Managers to ensure airport, airline, and GHA operations run smoothly. This role involves overseeing customer success from post-implementation to solution adoption, health monitoring, upsell opportunities, retention, and contract renewal.

Key Responsibilities:

1. Guide CSM team to promote early adoption and usage of Amadeus products.
2. Lead the post-sales cycle, ensuring customer satisfaction and promoting renewals and expansion.
3. Manage delivery, quality, and consistency of Airport IT products and services, including problem and release management.
4. Monitor Field Support teams' performance and manage incident restoration for Amadeus hardware solutions.
5. Maintain customer relationships, organize Quarterly Business Reviews, and nurture positive relations with senior stakeholders.
6. Unite CSMs across APAC towards common goals of customer success and retention.
7. Handle 38+ customer relationships, coordinating with internal teams like Global Customer Services, Account Management, Product Management, and more.
8. Represent Amadeus at industry events as a thought leader to create differentiation in the industry.

Key Aspects:

1. Externally: Understand aviation and regulatory domains, customer needs, and industry trends. Navigate legal and regulatory landscapes and influence customers effectively.
2. Internally: Build a customer-focused team, lead cross-department collaboration, and develop business cases to ensure profitability and growth.
3. Commercial Responsibility: Ensure timely payments, manage bad debt, and handle invoicing and billing activities.
4. The role prioritizes customer retention, making it a key objective for all Customer Success Managers in the APAC region.

In this role you’ll

Team Leadership:

1. Lead the Customer Success Management (CSM) team as the primary point of contact for post-implementation queries and service requests.
2. Ensure the successful ongoing delivery of Amadeus solutions in line with customer expectations and contractual commitments.
3. Facilitate the transition from implementation to regular business operations, ensuring a smooth handover to Amadeus ADM/CSM and Customer Operations teams.

Customer Alignment:

1. Participate in internal handover meetings organized by Strategic Account Managers to understand account plans and customer context.
2. Build and maintain strong relationships with IT & Operational teams within the customer organization and local airline/GHA representatives.
3. Co-create joint strategic roadmaps with all stakeholders, setting clear expectations for engagement and resource requirements.

Solution Adoption:

1. Share progress updates with key stakeholders and ensure value delivery to customers.
2. Proactively check in during the first 90 days post go-live to discuss performance, usability, and boost adoption.
3. Organize health check activities with relevant product SMEs 12-18 months after go-live, recording findings and sharing the end-user experience.

Operational Continuity:

1. Proactively review key metrics, lead monthly, mid-year, and annual service performance reviews.
2. Coordinate technical support and act as the prime point of escalation for ongoing issues (IRs, CPs, WOs, ad-hoc issues).
3. Manage problem and release management with internal teams, ensuring all ADMs understand their day-to-day tasks.

Account and Sales Support:

1. Regularly check in with Account Managers to discuss growth opportunities and address bottlenecks.
2. Assist in promoting IT solutions to Airport IT, Airlines, and GHA customers, preparing renewals, and sharing customer progress.

Revenue and Implementation Support:

1. Contribute to invoicing for delivered products and bespoke developments.
2. Monitor revenue recognition and future revenue forecasts, ensuring awareness of any risks to meeting revenue targets for the region.
3. Engage in implementation activities to ensure all deployed functionality works as per commitments.

Internal Communication:

1. Ensure a high degree of interaction with the Extended Account Team, Product Management, Global Support, and other relevant teams.
2. Collaborate on knowledge creation, sharing critical information with commercial support teams.
3. Identify and share functional best practices and lessons learned within Airport IT.

About the ideal candidate

1. University degree or equivalent experience in Customer Management, Transport Engineering, or similar.
2. 5+ years in a customer-facing role with team leadership experience.
3. Comprehensive knowledge of Amadeus AAO Products and Solutions.
4. Excellent customer management skills with an understanding of business cases.
5. Expertise in analytical, reporting, planning, and marketing tools.
6. Creative solutioning and strategic success thinking.
7. Strong relationship-building and team management skills.

Are you the one we’re looking for? Apply now!

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.