Customer Success Manager - Distribution

About the role

Amadeus is hiring a Customer Success Manager (Principal level) in Bogota, Colombia, on a permanent basis with a hybrid arrangement. The CSM helps airline distribution customers get the most value from Amadeus solutions, supports their business expansion, promotes early adoption and best usage of the products, and works closely with Sales and Account Executives to turn customer needs into growth.

Key responsibilities

• Own the distribution customer success plan, set goals and KPIs with decision makers, and build stakeholder maps
• Support implementation, co-lead go-live meetings and follow up after launch to drive adoption
• Monitor customer health, run health checks with consulting resources, and deliver dashboards showing business outcomes
• Advocate for the customer internally with Product Management, Marketing and leadership, and help shape business requirements
• Collect feedback (NPS, customer relationship survey) and follow up on action plans
• Identify upsell and renewal opportunities, open leads and work with Pre-Sales and Account Management to grow accounts

Required profile

• Bachelor's degree in Business, Engineering, Technology or equivalent experience
• At least 5 years of customer-facing experience, preferably in Account Manager, Delivery Manager, Customer Care, Product Management or IT Account Management roles
• Advanced understanding of the travel industry and of Amadeus products, especially distribution and NDC
• English speaking required; travel 20% to NORAM and LATAM

Required skills

• Microsoft Office, Salesforce.com, Qlik and Tableau
• Ability to learn Amadeus internal tools (e.g. WinApproach, ASH)
• Analytical, reporting and planning skills, data synthesis and cross-functional communication