Marta Parellada

I am responsible for ensuring customers gain full benefits from Amadeus products, identifying opportunities for additional products to meet customer needs, and providing proactive information to optimize product use. I also act as an escalation point for service concerns with Product and secure renewals by demonstrating value for Amadeus solutions. I have a deep understanding of the Amadeus portfolio of products and the Hospitality industry in general.

Roles:

• Reach assigned retention goals by cultivating relationships with stakeholders across an assigned account.
• Primary point of contact for optimization and usage of tools.
• Proactive communication and main entry point to guide the client.
• Ensure customers growth through product adoption and optimize use of products.
• Retention: identify risks and ensure the renewal of the assigned portfolio.
• Generate Amadeus Hospitality revenue through upsell & cross-sell and ensure clients are seeing the value of Amadeus products.
• Collaborate with Directors of Sales within my assigned region, South Europe.
• Collaborate / coordinate with other departments to allow for a seamless renewal contracting process.
• Evaluate satisfaction of customer with product to pre-emptily solve problems.
• Gather customer usage data relevant for Product development.
• Collect and share business process and industry best practices.
• Participate in customer projects to handle the Amadeus Hospitality activities.
• Identify and action opportunities to improve current usage and adoption of Amadeus Hospitality products and services.
• Identify opportunities to expand the Amadeus Hospitality footprint within the accounts.
• Responsible for total Customer Success function, serving as the central point of contact and product expert for assigned products.
• Responsible for all customer communications, conflict resolution and compliance on contractual deliverables by coordinating with other teams. Provide revenue management, marketing, product optimization strategies and budget suggestions in support of customers; drive effective strategies to achieve organic growth as well as expand business by creating value propositions to create opportunities proactively.
• Create value driven material to share during client Business Reviews calls taking into consideration items such as booking patterns, customer profiles, competitive sets,system usage, marketing or media performance and all demand marketing channels.
• Train new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
• Implement client feedback loops to inform Product enhancements and better meet customer needs.
• Work with Sales, Product and other internal departments to ensure that renewals and potential new revenue opportunities are actioned.

Resolved escalated customer tech complaints professionally, turning potentially negative experiences into opportunities for continued patronage.

• Reservation Solutions: iHotelier®, PMS Connectivity, EZYield Channel Management, MobiBook™
• Media Solutions: GDS Media™, Display Marketing, Pay-Per-Click Advertising
• Business Intelligence Solutions: Hotelligence360™, MarketVision Price Position™, SearchVIEW®

Implemented, used and supported a common IT systems landscape with proper standards and strategies. Analyzed and modeled internal TravelClick´s processes.

• Provided proper online service support and best practices to customers asking for advise such several areas: Global Distribution Systems (GDS), Internet Distribution Portals.
• Product recommendations and expert advise on several internal products.
• Identified new service areas in which an IT upgrade would be necessary and suggest/transfer customers suggestions to Development Team.
• GDS campaign analysis and support strategies.
• GDS campaign process creation.

Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.

• Team Management (multi country and multi lingual).
• Responsible for Partnerships within the Travel Industry. Managed the implementation of several Redemption / Frequent Travelers Program's.
• Assessment and Recruitment of CC Representatives.
• Identified team weak points and implemented corrective actions to resolve concerns.
• Overcame challenging deadlines and resource limitations by reallocating personnel and focusing on priority tasks.
• Led team by answering complex customer questions and mentoring personnel one-on-one.

Honors & Awards:

Spirit of Avis Silver Award – We Try Harder (2001)

• Coordinated and overseed daily activities of the information desk / operational work during congresses organized at the hotel
• Coordinated with Guest Relations Manager if specific actions were needed.
• Assisted to daily General Manager meetings to coordinate better staff performance as well as to decide appropriate actions if VIP customers were allocated at the Hotel.
• Participated in all Hotel areas recruitment new members.
• Was aware of the happenings within Barcelona city places of interest, new restaurants, museums, events… in order to provide high service quality standards to the customers.

Honors & Awards:

The Ritz Carlton Employee of the Year Mention & Award – Hotel Arts Barcelona (1999)