Sr. Customer Success Operations Specialist
Location: Amadeus, Maitland, New South Wales, Australia
About the role
The Senior Customer Operations Specialist supports 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. The position is in‑office Monday‑Friday at our Maitland office.
In this role, you will
* 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, ensuring contract accuracy and completeness following defined 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.
About the ideal candidate
* Education: 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.
* Advanced conceptual thinking skills to develop customer‑specific use cases.
* Exceptional negotiation and planning skills, clear communication, and commercial sense.
* Able to manage challenging conversations.
* Understanding of the Hospitality Industry.
What we can offer you
* Competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other benefits.
* Professional development to broaden your knowledge and enhance your skills with online learning hubs packed with technical and soft skills training.
* Diverse and inclusive workplace: join one of the world's top travel technology companies and take on a role that impacts millions of travelers worldwide.
Application process
The application process takes no longer than 10 minutes. Create your candidate profile, upload your resume/CV and apply today
Working at Amadeus, you will find
* A critical mission and purpose – powering the future of travel and pursuing a critical mission.
* A truly global DNA – everything at Amadeus is global, from people to business, translating into our footprint, processes, and culture.
* Great opportunities to learn – learning happens all the time in many ways through on‑the‑job training, formal learning activities, and day‑to‑day interactions with colleagues.
* A caring environment – we care about employees and strive to provide a supportive work environment.
* A complete rewards offer – salary, bonus, equity, and benefits.
* A diverse and inclusive community – commitment to leveraging a diverse population to drive innovation, creativity, and collaboration.
* A reliable company – trust and reliability are fundamental values that shape long‑lasting relationships.
Diversity & Inclusion
Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected status unrelated to performance of work involved. Amadeus endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
IT Services and IT Consulting
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