Job Title Customer Success Expert Senior Specialist - ChinaSummary of the role :As Customer Success Expert (CSE) responsible for customer success for Hotel, Mobility and Insurance (HMI) for medium/large customer/s. Empowering them to unlock the most value from Amadeus solutions for higher return on their investment and business impact.This role is primarily supporting Amadeus Hotel web services adoption for our key customers in China. Therefore, a good technical knowledge of web services technology is important.CSEs aim to bring in expertise to support our customer business expansion. Responsible for understanding the HMI needs and constraints of customers, and then promoting early adoption and best usage of Amadeus products to derive maximum value for the customer.The CSEs partner with Customer Success Managers (CSMs) and the customer to maximize adoption and to ensure that they obtain assistance they need to quickly get business outcomes after implementation of our solutionsJob Description:Customer success is at the heart of ensuring Amadeus customers achieve their business goals and achieve great value from our products. Proactive customer success management is essential for driving customer retention and growth by maintaining high levels of customer satisfaction with Amadeus and our products.Are you the next Customer Success Expert Senior Specialist we are looking for?o You will be responsible for customer success of our top Hospitality travel seller customers in China.o Working with our Customer Success Management organization, you will ensure the successful adoption and customer satisfaction of our hotel products, primarily our hotel web services.In this role you’ll:o Be assigned to key hotel customer accounts in China. That is, those with highest hotel/mobility products booking growth potential .o You will be responsible for ensuring adoption of our hotel products and achieving budgeted booking targets for your customers.To achieve this your main responsibilities will be:o Work with the customer and our customer success organization to define a success plan to meet customers’ Hotel needs and objectives.o Support and train/advise the customer on our hotel products to ensure successful adoption of these Amadeus products.o Monitor performance of our hotel products to ensure they meet customer needs (response times, transaction errors)o Identify adoption blocking issues related to local hotel properties/providers in China and work with Hotel Distribution account management teams to resolve.o The primary product is our hotel web services but also our offline hotel booking platform and agency desktop (Amadeus Selling Connect)o Management of any customer product issues blocking product adoption - ensuring our R&D teams resolve these in a timely manner. Keeping the customer informed on progress of issues and aligning with the customer on their priority.About the ideal candidate:Technical Competencies:o Minimum 2 years’ experience usage of customer webservices is essential, preferably Amadeus Webserviceso Preferred Qualifications:o Masters or bachelor degree in Computer Science or Software Engineering plus experience in Tourism industry/GDS (minimum 2 years)o Knowledge, Skills, and Abilities:o Effective liaison on functional & technical aspects with business and engineering + support teamso Knowledge/experience of hotel chains CRS/PMs is an advantage.o Ability to identify, evaluate, and track progress of issues & dependencies, escalating them appropriately with suggested mitigating actions.o Ability to communicate effectively, both verbally and in writing.o Strong organizational skills with a high attention to detail.o Ability to analyze objectives, considers options and plans.o Chinese and English language is essential as this position would be predominately supporting the Chinese#LI-APAC24Diversity & InclusionWe are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
