Customer Training Development Manager

Customer Training Development Manager

Job Title: Customer Training Development Manager

Key Accountabilities:

Customer Relationship:

• Act as the single point of contact for Airlines Learning Services for our customers.
• Effectively establish, deepen and sustain key relationships with Customers, Partners, Third Parties to understand their functional training needs and priorities.
• Advocate customer voice, training needs and priorities into Amadeus to ensure the best service to customer.
• Be a value partner to our customer.

Training Consultancy & Business Development:

• Identify and translate Customer’s functional knowledge gaps into engaging and value-added learning programs (short/mid and long-term).
• Monitor and ensure effective delivery of the learning programs/solutions in a timely manner.
• Collaborate with internal stakeholders: Pre-Sales, Sales, Implementation, Customer Success Management, Service Account Management mainly to ensure that goals and objectives are fully aligned and being met.
• Drive, analyze, interpret training KPIs and propose effective action plan for improvement.
• Maximize all opportunities to recommend customized & chargeable learning programs.
• Analyze customer feedback on the overall success of the learning solutions delivered and implement corrective actions as required.
• Monitor impact and cost-effectiveness of learning solutions; Suggest improvements to further enhance learning program effectiveness and sustainability.
• Report timely feedback on learning effectiveness to the business and communicate suggestions for improvement.
• Ensure high level of customer satisfaction, retention & loyalty.

Project Management:

• Act as primary point of contact for Airlines Learning Services for customer project under responsibility.
• Work closely with the Training Delivery Coordination team on the training planning activity and delivery (sizing, timeline, communication plans, budget constraints, resources, deliverables, cost tracking, time to market) to consistently meet deadlines.
• Work closely with Pre-Sales, Sales, Program/ Project/Product Managers to define, plan project activities so to ensure all deliverables fulfill the customers’ needs and expectations.
• Analyze defined Training Plan and ensure it fully covers the project scope.
• Coordinate Training Plan delivery with other units, monitor progress, raise any risks, showstoppers and ensure successful delivery as per project timeline/milestones.
• Ensure effective delivery of chargeable services contracted by customer with the aim of continuously improving the time to market.
• Interface with customers/partners on plan progress.
• Perform Customer presentations when required (pre-sales workshop, Kick-off meeting, Customized training…).
• Lead the RFP response for Learning in conjunction with other internal teams.
• Provide functional expertise & support at each step of the sales process.
• Conduct Customer satisfaction surveys/enquiries.
• Provide formal training delivery status KPIs and recommendations to management on a regular basis.

Process Improvement & Reporting:

• Deliver regular report to highlight key achievements, status on customer projects and potential obstacles.
• Give management visibility on customers feedback on service delivered.
• Ensure training delivery process and methods are optimized.
• Analyze and act on KPI measures.

Education: University Degree or equivalent.

Relevant Work Experience:

• Prior experience of account management and/or business development desirable.
• Proven ability to assess training needs and recommend impactful learning programs.
• Travel industry, Airline Industry.
• Knowledge of Amadeus products and prior experience in training delivery is a plus.

Business Understanding: Working knowledge of IT, software industry. Knowledge of travel industry preferred.

What We Can Offer You:

• Be rewarded with a competitive remuneration, an individual and company bonus and enjoy many benefits.
• Work from anywhere: Flexible teleworking from 1 to 3 days per week. You will also benefit from a home office set-up premium & monthly allowance.
• 6 weeks holiday, plus pension contribution and healthcare insurance.
• Experience in an environment with unique complexity and a hardly matched criticality among the leading tech companies.
• Professional development in a truly international and multisite environment with a great mix of people.
• A wide set of trainings available to broaden your knowledge and enhance your soft skills including onsite and online learning hubs packed with technical and soft skills to help to develop any competencies.
• Enter a diverse and inclusive workplace.
• Enjoy your office life: Coffee hubs to work or relax, quiet zone, flexible desks and agile areas, on-site restaurants, tennis, soccer, yoga, dance, on-site sport center and classes and on-site concierge services.

How Do We Hire?

• Online Application: Submit your online application and our Talent Acquisition team will get in touch if your skills match the role.
• Phone Interview: We'll get to know each other with a short casual conversation. You'll also have the chance to ask questions.
• Online Testing: Depending on the role you applied for, you may have to do some online tests.
• Interviews: First, you'll meet one of our talent teams. Then you'll have an interview with a member or members of the team you're looking to join.
• Offer: Our Talent team will make you a job offer and welcome you to your new role with us.
• Join Our Global Team: Where you can develop your skills and build an international career that matters.

100% of the People We’ve Recruited Started by Applying. Take a Chance!

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.