1sem
Customer Success Management Principal
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Job Title
Job Description Summary
The role is a Customer Success Manager position within the hospitality sector, focused on supporting hotel clients using Amadeus solutions. It is based in Barcelona and has been created as part of a regional transformation, consolidating teams from multiple regions into a European structure.
The CSM works with high-value clients and acts as a trusted advisor, ensuring strong product adoption, managing the full customer lifecycle, and aligning solutions with client needs. The goal is to position the CSM as a key consultant who combines product expertise with strategic guidance, ultimately driving customer success and reinforcing Amadeus' credibility.
As a CSM your role will be to:
Key Responsibilities:
Customer Management
- Own and manage a portfolio of strategic accounts
- Build strong stakeholder relationships and act as trusted advisor
- Handle escalations and ensure high customer satisfaction
Product Adoption & Value
- Drive product usage and optimization
- Share best practices and provide strategic guidance
- Deliver value-driven Business Reviews using customer data
Retention & Growth
- Secure renewals and mitigate risks
- Identify and drive upsell and cross-sell opportunities
- Collaborate with Sales to expand accounts
Collaboration & Improvement
- Partner with internal teams (Sales, Product, etc.)
- Ensure smooth renewal and contracting processes
- Collect customer feedback to support product improvements
About the ideal candidate:
Experience
- 3-5 years in Customer Success or similar role
- Hospitality industry and Amadeus tools (preferred)
Skills
- Strong relationship management and communication
- Analytical and problem-solving mindset
- Ability to multitask and influence stakeholders
Education & Languages
- Bachelor's degree (or equivalent experience)
- Fluent in English (Arabic is a plus)
What we can offer you:
- 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
- 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
- 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
- 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
- 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
- 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
- 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
- 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
#LI-EMEA
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity 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.
Candidatura gestionada por Amadeus