OverviewWELCOME TO SITAis the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.Ready to redefine air travel? The journey starts here, with you at SITA.ABOUT THE ROLE & TEAM: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 WILL 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 markets by participating in formal and informal training.
- 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.
EXPERIENCE:- 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, people management experience
- ITIL Service Management Certification
WHAT WE OFFER:SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:🏡 Flex Week: Work from home up to 2 days/week (depending on your Team's needs).⏰ Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.🌎 Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!🌿 Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.🚀 Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!🙌🏽 Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.
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