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WELCOME TO SITA
Were the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.
Youll find us at 95 of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
ABOUT THE ROLE & TEAM
At SITA we believe in putting the customer at the center of everything we do. The primary objective of this role is to make SITA customers successful and seen as a business partner. Partnering with customers (up to VP level) on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes. As a Customer Success Manager you would be responsible for executing against our promises ensuring that our customers are receiving the most value from their investment. Provide pro-active input leveraging the capabilities of SITA product & services to ensure we can retain and expand the account revenue.
WHAT YOU’LL DO - Develop a strong partnership with customer channel partners and SITA executive sponsors to drive product adoption and mitigate risk to renewal. Serve as the voice of the customer within SITA.
- Provide proactive tactical innovative advice to customers.
- Owns End-to-End Operational Escalation management and proactively manage escalation to ensure customer dissatisfaction issues are addressed at an early phase.
- Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.
- Lead the Continual Process Improvement process with the customer including recommendations for service upgrades and proactively monitor SITA customer services identify improvement and risk areas and own the various service improvement plans.- Maintain thorough knowledge of SITA products/services features and target spanets by participating in formal and informal trainings.
- Manage other client service staff assigned to support the customer.
- Accountable for contract renewal and actively contribute with Sales and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs.
- Develop a strong partnership with customer channel partners and SITA executive sponsors to drive product adoption and mitigate risk to renewal. Serve as the voice of the customer within SITA.
- Provide proactive tactical innovative advice to customers.
- Owns End-to-End Operational Escalation management and proactively manage escalation to ensure customer dissatisfaction issues are addressed at an early phase.
- Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.
- Lead the Continual Process Improvement process with the customer including recommendations for service upgrades and proactively monitor SITA customer services identify improvement and risk areas and own the various service improvement plans.- Maintain thorough knowledge of SITA products/services features and target spanets by participating in formal and informal trainings.
- Manage other client service staff assigned to support the customer.
ABOUT YOUR SKILLS
- Overall 12+ years of experience at a senior level with 5 years of customer facing experience delivering IT services to internal or external customers
- Extensive experience in leading discussions with customers at senior to mid management level
- 3+ years of experience in Airline / Air Transport industry- Experience in a complex multi-cultural matrix management organization- Experience of continuous service improvement methods
- Experience in coaching a team
Bachelors degree in IT Telecom or Business or equivalent
SITA Service Management Certification Level 2- ITIL Service Management Certification as per SGS standards
Depending on the solution scope of each customer assignment specific certifications and in-house education is required
WHAT WE OFFER
We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what its like to join our team and take a step closer to your best life ever.
🏡 Flex Week: Work from home up to 2 days/week (depending on your team’s needs)
⏰ Flex Day: Make your workday suit your life and plans.
🌎 Flex Location: Take up to 30 days a year to work from any location in the world.
🌿Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.
🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
🙌🏽 Competitive Benefits: Competitive benefits that make sense with both your local spanet and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
