Customer Success Web Services Senior Specialist
Amadeus
Madrid
hace 4 días

Job Title

Customer Success Web Services Senior Specialist

The role is responsible for :

1. Define product customer success strategy and planning

Work with sales teams to identify new customer success target customers and initiatives to grow business with these customers.

Agree timelines and booking / revenues

Typically, your WBS customers will have a minimum air booking volume of 100k segments / annum. Your objective is to drive growth in revenues by significantly increasing product attachment rates with these customers.

Based on the adoption needs, you will create a plan of adoption activities and target booking volumes and agree the plan with the customer and sales.

2. Deliver customized WBS consultant services for implemented customers in Amadeus

Coordinate a proper handover with the WBS implementers and other technical stakeholders when customer is ready for Customer Success phase.

Understand their implementation and provide them support on frequent issues and queries on the developed implementation.

For this you will need to access detailed technical information such as logs and xml messages / responses between customer and Amadeus.

3. Customer Success support, monitoring and follow-up

Proactively monitor adoption progress to identify if adoption is meeting expected booking volumes. Based on monitoring, work with your customers and sales to identify and resolve any issues blocking adoption.

Analyze and evaluate performance of WBS connections and ensure agreed KPIs levels are reached. This can be related to response time and overal errors through the different booking steps.

For this you will use analytical tools.

Be first point of contact for your customer's product issues / queries whilst they adopt the product.

Ensure that issues / product constraints blocking adoption are clearly communicated and followed-up with internal Amadeus teams and that they provide satisfactory status / timelines for their resolution.

Schedule regular checkpoints with your customer's management / sales to validate progress against the adoption plan.

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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