Customer Success Manager - Operational Performance

Customer Success Manager - Operational Performance

As a Customer Success Management - Operational Performance Manager (CSM-OPM) at Amadeus, you will be the voice of the airline customer, ensuring their technology, operational, and security needs are met.

You will:

• Partner with airline customers to maintain resilient, reliable, scalable, and secure business services.
• Focus on operational excellence, customer relationships, and advocacy to boost satisfaction and loyalty.
• Ensure system stability and performance exceed service level commitments.
• Build strong customer relationships through continuous engagement and governance.

Why you should be interested Operational Excellence:

• Participate in handover meetings to understand customer context and service level agreements (SLAs).
• Manage SLAs, prepare and review performance reports with customers.
• Proactively review key metrics to prevent service degradation.
• Lead operational reviews to discuss technology evolution, stability, and improvements.
• Co-create continuous improvement plans for system stability and performance.
• Collaborate with various teams to enhance Quality of Service (QoS).
• Calculate and report service credits, settling rebates as per contracts.

Customer Relationship:

• Set clear engagement expectations with key stakeholders.
• Share best practices for IT Service Management to drive customer satisfaction.
• Manage and update Customer Service Plans detailing operations processes.
• Coordinate support for technical challenges and manage service disruptions.
• Act as an escalation point for operational matters.

Customer Advocacy:

• Support operational change management and ensure customer awareness of system changes.
• Engage with customers on technology evolutions and maintenance activities.
• Drive customer awareness on security standards and compliance projects.
• Communicate customer events internally to ensure proper support.

What our employees value most

• You’ll play a decisive role in shaping an agile, international company and are supported by open-minded colleagues.
• Get the impact on millions of travelers from all around the globe being part of the Global airline community.
• Get offered a competitive salary package with an extensive range of corporate benefits (e.g. travel industry card, job bikes, accident and travel insurance, etc.) as well as a bonus and employee stock program.
• Supporting your work-life balance with hybrid working model and workation.
• Various learning and development opportunities are provided to enhance career development.

Who are we looking for? No one less than you:

• Proven experience working closely with customers at all levels.
• Ability to understand and advocate for customer needs and operational expectations.
• Deep understanding of the travel industry and customer business drivers.

• Ability to grasp competitive landscapes and what makes customers successful.
• Product/portfolio knowledge.

• Expertise in analytical, reporting, planning, and marketing tools.
• Strong data synthesis and conceptual thinking skills.
• Knowledge of technologies and industry trends.
• Understanding of Amadeus architecture and operational processes.
• Fluent in English.

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