Customer Success Manager - Operational Performance - #49011


Date: 2 weeks ago
City: Dubai
Contract type: Full time

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.

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