Customer Success Manager in Frankfurt am Main bei i:FAO Group GmbH

i:fao is part of the Amadeus IT group, one of the world´s top 10 software companies with a global team of 19,000 professionals of 145 nationalities, working across 190 countries. We are an IT service provider specializing in travel and expense management, with cytric Travel & Expense, one of the leading solutions for corporations. cytric Travel & Expense is a software-as-a-service solution enabling planning, booking and expense settlement for business trips to more than 82 countries world-wide. Our customers and partners are some of the world´s leading brands.

We work fully in agile, build strong teams and have fun along the way. With us, you won’t just be shaping your own career, you will be shaping the way the world connects. Do you want to be a part of it? Great, then join us!

Customer Success Manager (m/f/d)

for our location in Frankfurt am Main

The Customer Success Manager (CSM) will guide Corporations customers to achieve their business objectives, by ensuring the delivery of best in class cytric T&E Services. In addition, the Customer Success Manager engages with customers via proactive consultancy while managing and developing sustainable customer partnership. The CSM seeks to always develop a positive customer experience and foster relationship with the customer by continuously monitoring the Customer Operations service performances.

In this sense, the CSM will be responsible for driving the best product experience for the customer in order to achieve the highest adoption rates and the customers' success and satisfaction.

Your tasks and responsibilities:

• Develop strategic partnership by continuously scanning the existing client solution for new business opportunities
• Responsible to control the Customer Operations KPIs and alert for any deviation or serious issue
• Establish a full & detailed understanding of the key account business processes & IT landscape by leading productivity IT & process reviews
• Provide operational consulting and recommendations for the future evolution of the business solutions product & service portfolio such as setup and execution of product expansion to new markets, implementation of new products or features, and further monitor them to ensure customers´ satisfaction with the product
• Identify up- and cross-selling opportunities based on the comprehensive knowledge of the customers' operational flows and used solutions, and inform the Account Development team to pursue them
• Provide documentation and implement internal/self-auditing of documentation and processes
• Prioritize customer requests in collaboration with the Customer Solutions team in line with Amadeus commercial interests and customers' strategy and needs
• Serve as an escalation point in resolving urgent or critical customer service issues beyond the scope of Customer Service Support team
• Handle customer relevant change requests and conduct site maintenances tasks
• Gather and assess customers' product enhancement requests and further process them internally to the Customer Solutions team
• Interact and collaborate with all internal teams, e.g. Account Development, Product Management, Customer Success Operations to ensure the best product experience for customers

Your profile:

• University degree or equivalent IT work experience
• Minimum 3 years’ experience of account management and/or project management in a commercial and business environment, with a strong technical affinity
• Experience in working with Travel and/or Expense solutions and/or online booking engines; cytric would be a plus
• Strong travel and/or expense industry functional and product background
• Strong travel and/or expense operational understanding from front to mid and back office, online and offline
• Structured and self-reliant, but also enjoy working in a team
• Excellent communication, interpersonal and organizational skills
• Fluent in English and German

Our offer:

• Modern and friendly workplace with alternative meeting and communication areas incl. coffee bar and high-end equipment
• Free fitness studio usage
• Capital-forming benefits
• Flexible working hours
• Home office possibility
• Additional social benefits (further description upon request)

Interested?

Then we look forward to your online application! Please include your earliest possible starting date and your salary expectations.