Amadeus - Orlando, FL
posted 5 days ago
Full-time - Mid Level
Orlando, FL
Professional, Scientific, and Technical Services
About the position
The Senior Customer Operations Specialist is responsible for supporting the Customer Success Manager (CSM) in securing Amadeus Hospitality revenue by ensuring contracts are generated, renewed, and processed on schedule. This role maximizes revenue retention by escalating termination notices, customer objections, and delayed renewals. This role will be an in office Monday -Friday at our Maitland Office.
Responsibilities
- Proactively support the Director of Sales (DOS) and CSM by monitoring contract expiration and termination information for all assigned accounts through reporting and dashboards.
- Generate contracts and submit them to customers for signature through defined processes.
- Ensure contract accuracy and completeness following defined processes and procedures.
- Engage clients to request contract signatures, respond to questions, and resolve issues.
- Process completed contracts through order management to ensure no disruption of service.
- Escalate term requests, objections, or failures to renew to the CSM for action and reminders.
- Partner with Customer Operations Specialists to assist with tasks such as credit hold reviews, affiliation updates, property name changes, spend reports, etc.
- Manage relationships by partnering with DOS and CSM as part of the account team to support customers on renewal activities.
- Actively support Customer Success Managers to promote adoption and usage.
- Assist with daily customer requests and issues with internal teams such as Customer Operations Specialists (COS).
- Coordinate renewal activities and contract processing with CSM.
- Manage order processing for successful contract completion.
- Maintain Salesforce (SFDC) accuracy and tracking for all renewal activities.
- Analyze renewals for VPs and CSM leaders in coordination with the Customer Success Analyst.
Requirements
- Bachelor's degree in a related business field or equivalent work experience.
- 2-5 years of experience in sales/customer support.
- Proficient with Microsoft Office and Salesforce.
- Capable of managing projects, well-organized, with good written and communication skills, detail-oriented, and some financial skills.
- Ability to problem-solve.
- Strong conceptual thinking skills to develop customer-specific use cases.
- Strong negotiation and planning skills, clear communication, and commercial sense.
- Able to manage challenging conversations.
- Understanding of the Hospitality Industry.
Benefits
- Competitive remuneration
- Individual and company annual bonus
- Vacation and holiday paid time off
- Health insurances
- Professional development opportunities
- Diverse and inclusive workplace
- Supportive work environment
- Flexible working model
- Attractive remuneration packages including salary, bonus, equity, and benefits
