Sr. Customer Success Sales Operations Specialist

Position type: Full time

Location: San Jose, Costa Rica

Job ID: R36451

Job family: Customer Success Management Associate

Summary of the role:

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.

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. 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.

About the ideal candidate:

• 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.

• This role is a hybrid working model role

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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.  

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.