Customer Success Expert, iHotelier

Amadeus North America • San Jose, NH

10d

About The Position

Summary of the role: The Customer Success Expert serves as the primary product authority and strategic advisor for assigned accounts, driving customer retention, product adoption, and revenue growth within Amadeus Hospitality solutions. This role involves close collaboration with clients and internal teams to optimize product utilization, identify opportunities for upselling, and ensure customers achieve their business goals. The position specifically supports the iHotelier Product line.

Key Responsibilities: Product Expertise: Manage assigned accounts by providing consultative guidance and ensuring optimal use of Amadeus products. Customer Retention: Conduct proactive outreach initiatives to increase solution usage and identify cross-sell and upsell opportunities. Cross-Functional Collaboration: Work closely with CSM Generalists, Sales, and Product teams to coordinate client support, resolve complex issues, and deliver a seamless customer experience. Serve as a liaison between clients and product teams to effectively communicate and address feedback and requirements. Data Analysis: Gather and interpret customer usage data to inform product development, disseminate best practices, and proactively identify paths for improved product adoption. Value Delivery: Create and present value-driven strategies and materials—including those related to revenue management, marketing, and product optimization—to help clients achieve objectives and maximize the benefits of Amadeus solutions.

Requirements

• Need Identification: Demonstrates the ability to comprehend customer needs and underlying business objectives; capable of guiding conversations to uncover challenges and formulating actionable success plans. Gathers client feedback and drives improvements in satisfaction.
• Product & Portfolio Knowledge: Possesses deep knowledge of the Amadeus product suite, leveraging analytical, reporting, planning, and marketing tools to draw meaningful insights from varied data sources. Applies conceptual thinking to develop tailored customer use cases.
• Analytical & Problem Solving: Exhibits strong communication skills for engagement across all organizational levels, both formally and informally, in written and verbal forms. Delivers strategic recommendations and leads product workshops by creating engaging educational materials.
• Relationship & Network Building: Builds enduring client relationships, influences decisions, and provides effective support. Clearly communicates ideas to both internal and external stakeholders, demonstrating commercial acumen to drive retention and expansion.
• Collaboration: Works collaboratively across diverse teams and complex structures, fostering alignment and collective achievement.
• Value Delivery: Develops and implements value-focused materials and strategies with a client-centric perspective, emphasizing strategic thinking and practical solution design.
• Bachelor’s degree in a related business field or equivalent work experience.
• 3+ years of experience in hospitality Customer Success, hotel revenue management, eCommerce, marketing, sales, or providing services and solutions to hotels via a SaaS company.
• Prior experience managing and optimizing a portfolio of customers.
• Demonstrated experience managing a portfolio of accounts and achieving financial goals.
• Good knowledge and understanding of Amadeus products and the hotel industry.
• Proficiency with MS PowerPoint, Word, Excel, and Outlook.
• Proficiency in English.
• Ability to complete multiple tasks concurrently and deliver results under pressure.
• Detail-oriented with a bias toward action (project management experience preferred).
• Experience achieving client objectives and company financial objectives through understanding client needs and influencing internal product and operations teams.
• Excellent analytical, problem-solving, and troubleshooting skills – able to define problems, collect data, establish facts, and draw conclusions.
• Strong business and people skills, including planning, presentation, sales, and business acumen.
• Effective communication skills; able to interface with all levels and departments on a formal, informal, written, and verbal basis.
• Self-motivated, goal-oriented, and able to work in a team environment

Nice To Haves

• Knowledge of Salesforce.com preferred.
• Spanish spoken and written language strongly preferred.
• Revenue Management skills are a plus.
• Detail-oriented with a bias toward action (project management experience preferred).

Responsibilities

• Manage assigned accounts by providing consultative guidance and ensuring optimal use of Amadeus products.
• Conduct proactive outreach initiatives to increase solution usage and identify cross-sell and upsell opportunities.
• Work closely with CSM Generalists, Sales, and Product teams to coordinate client support, resolve complex issues, and deliver a seamless customer experience.
• Serve as a liaison between clients and product teams to effectively communicate and address feedback and requirements.
• Gather and interpret customer usage data to inform product development, disseminate best practices, and proactively identify paths for improved product adoption.
• Create and present value-driven strategies and materials—including those related to revenue management, marketing, and product optimization—to help clients achieve objectives and maximize the benefits of Amadeus solutions.

Benefits

• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
• 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 complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level