WELCOME TO SITA
SITA is 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:
We are looking for a Customer Experience Sr. Specialist to join our global Customer Experience Management team in Montreal. The Customer Experience Management team works closely with the business to manage customers’ satisfaction, ensure all customer feedback is addressed, while improving and developing customer loyalty.
Reporting to the Regional Customer Experience Senior Manager, you will be a part of an international team responsible for customer experience service with regards to SITA products and services in the AMER region (addressing airlines, avionics manufacturers, resellers, and Air Navigation Service Providers customers).
WHAT YOU WILL DO:
- Manage a mix of key & non-key Accounts: Oversee significant customer accounts, including Airlines, Air Navigation Service Providers (ANSPs), and Original Equipment Manufacturers (OEMs). This involves developing and maintaining relationships with large, strategically important customers.
- Strategic Partnerships: Build and nurture strategic partnerships by understanding customer needs and aligning them with product offerings.
- Support Commercial Activities: Engage in business development and support commercial opportunities to enhance revenue streams.
- Product Performance Monitoring: Oversee the performance of aircraft connectivity services and applications, ensuring they meet contractual commitments and service level agreements (SLAs)
- Customer Satisfaction: Conduct customer satisfaction surveys, develop improvement plans, and advise on corrective actions to address issues.
- Service Reviews: Regularly review service performance with customers, to ensure alignment with their needs and expectations.
- Reporting & Trend Analysis: Generate detailed reports for clients and internal teams, including trend analysis, setting proactive actions related to service improvements, and providing insights into performance metrics.
- Product Champion: Become a subject matter expert on specific products, advocating for their development, wider adoption, and customer satisfaction.
- Customer Workshops: Participate in workshops to gather customer requirements, validate specifications, and ensure products are aligned with client needs.
- Training Coordination: Coordinate customer training needs for SITA products and services.
- Participate in user workshops to validate customer requirements and to confirm specifications in cooperation with other expert teams.
- Travel to client sites for meetings, team meetings, and industry events.
EXPERIENCE:
- Strong Communicator - you have excellent presentation skills, enjoy providing recommendations to clients and can represent SITA in front of customers and at large or senior level audiences.
- Product management interest and a strategic mindset.
- Collaborative - you enjoy working on multi-country, multi-disciplinary, multi-cultural teams and projects.
- Proactive Problem Solver.
- Customer-Centric Approach: Focused on understanding client needs, aligning solutions to those needs, and enhancing customer satisfaction through continuous engagement.
- Data-Driven Approach: Comfortable with analyzing data to produce insightful reports for clients and internal teams.
- Experienced: At least 2 to 6 years of professional experience in the Customer relationship domain (preferably in the Airline, Aviation or Telecommunications industry or Satellite communications)
- Fast Learner - Ability to learn fast and understand complex technologies, environments and services.
- Languages- Fluency in English. Any other language fluency will be a plus.
- Key technologies: Competent in Microsoft Office products, Excel advanced proficiency, messaging, on-line purchasing, and web-conferencing systems.
- Certified Customer Success Manager (CCSM) Level 1
- ITIL and Service Management practices and procedures
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:
🏡Flex Week: Work from home up to 2 days/week (depending on the needs of your team and your customers)
⏰ Flex Day: Shape your workday to suit your life and your 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), available to you and your dependents 24/7, 365 days/year, and Champion Health - a personalized, proactive platform to support diverse wellbeing needs.
🚀Professional Development: Level up your skills with our training platforms, including 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.
