Bad Homburg, Hesse, Germany
I am a Senior Customer Success leader at Amadeus IT Group, a global technology company delivering cloud-based platforms and services that power much of the travel ecosystem. I combine a deep functional and technical background with program management and executive advisory experience. Currently, I am part of the EMEA leadership team implementing Customer Success for airline customers, driving product adoption, value realization and expansion. Based in Frankfurt, Germany, I manage a distributed team of Customer Success professionals and lead CSM activities for Lufthansa Group.
Leading the regional Customer Success function for Amadeus’s top European airline accounts, responsible for product adoption, value realization and expansion. • Direct executive engagement with Lufthansa Group as CSM account sponsor • People leadership across a distributed team of CSMs across three countries • Scaling up Customer Success operating model for airline customers
Led a dedicated "Competency Center" organization - SMEs, scrum masters, product owners, web developers, testers - focused on building the Lufthansa Group "oneBooking" digital platform under the SAFe framework and based on Amadeus’s Digital Experience Suite product portfolio.
Led the migration to Amadeus Altea PSS (Passenger Service System) for two airlines in Southeast Asia, enabling them to board 5M+ passengers annually on Amadeus flagship’s airline platform. Oversaw program planning and governance, coordinating multiple project streams with dedicated project managers across Reservation, Inventory, Ticketing, E-commerce, Revenue Accounting, Travel Intelligence, Departure Control System, Customer Experience Management, and NDC. Managed reporting to Amadeus and airlines program sponsors, chaired steering committee meetings, owned program budget and scope
Developed ILS (Image Lifecycle Solutions), an internationalized asset management web application specialized in high-resolution imaging for the Japanese pre-press industry. Responsible of the database design and implementation, and MVC framework and business logic development. Active in all steps of the software lifecycle: specification, design, implementation, quality assurance, delivery, maintenance.
Development of an asset management web application for the digital studios workflow (Coldfusion/MSSQL)
Developed a high-resolution image management J2EE web application (servlets, JSP, JDBC, applets). Acquired extensive knowledge developing a large web application, integrating components from different teams and managing multi-platform compatibility.