Overview
WELCOME TO SITA
SITA is the leading specialist in air transport communications and information technology. We donβt 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
As Customer Success Manager your primary objective will be to help SITA customers be successful through the usage of our solutions, and to ensure SITA is seen as a valued business partner. You will be accountable for having a strong trust relationship with customers, and coordinate internally with various stakeholders to ensure an excellent customer experience.
Reporting to the Head of Service Operations for the Americas Region, you will be a part of the GEO Customer Success Team, focused on services of the SITA Business Unit responsible for the Borders portfolio.
What You Will Do
- Develop a strong partnership with customer, channel partners and SITA executive sponsors to drive product adoption and mitigate risks to renewals. Serve as the voice of the customer within SITA.
- Provide proactive tactical innovative advice to customers.
- Own 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 trainings.
- Be 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.
Qualifications
EXPERIENCE:
- Bachelor's degree in IT, Telecom or Business, or equivalent
- ITIL Service Management Certification
- Depending on the solution scope of each customer assignment, specific certifications and in-house education is required.
- Fluency in English language
- 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
- Experience in a complex, multi-cultural, matrix management organization
- Experience of continuous service improvement method
Nice-to-have
- Prior experience in Air Transport industry
- Prior experience in having relationship with government as customers
What We Offer
At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:
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Flex Week: Work from home up to 2 days/week (depending on the needs of your team and your customers)
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Flex Day: Shape your workday to suit your life and your plans.
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Flex-Location: Take up to 30 days a year to work from any location in the world.
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Employee Wellbeing: Weβve got you covered with our Employee Assistance Program (EAP), available to you and your dependents 24/7, 365 days/year, and Champion Health - a personalized, proactive platform to support diverse wellbeing needs.
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Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
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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.
