Job Title

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.

#LI-EMEA

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.