WELCOME TO SITA
We are looking for a Customer Experience Manager to join our global Customer Experience Management team in Montreal.
The Customer Experience Management team works closely with the business to manage customers’ satisfaction, maximize contract value, increase solution adoption, set clear expectation on customer engagement model, optimize the servicing, 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 servicing key customers with regards to SITA products and services in the Montreal region (addressing airlines, avionics manufacturers, resellers, and Air Navigation Service Providers customers).
At SITA, we are meeting the new needs of travel …today! Are you ready to join us?
WHAT YOU WILL DO
- Manage 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 building joint success plans, understanding customer needs and aligning them with product offerings.
- Support Commercial Activities: Engage in business development and support commercial opportunities to enhance revenue streams. Generate leads from account teams where relevant.
- Manage Customer Expectations:Set clear expectations with customers against the defined engagement model. Set limits to customers where needed.
- Product Performance Monitoring: Oversee the performance of aircraft connectivity services and applications, ensuring they meet contractual commitments and service level agreements (SLAs)
- Customer Satisfaction: Support customer satisfaction surveys (NPS), support product tactical surveys, develop improvement plans, and advise on corrective actions to address issues.
- Partnership Performance Reviews: conduct senior stakeholder meetings to align on strategy, health of the service, challenges and next steps.
- Service Reviews: Regularly review service performance with customers to ensure alignment with their customer engagement model.
- 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 the assigned product, consolidate customers insights, support initiatives to improve customer product adoption, and enhance customer value.
- Training Coordination: Coordinate customer training needs for SITA products and services.
- In-service contract management: Manage customer contracts during the term of the agreement, create and maintain contract summary sheets for assigned customers.
- Deputize for Regional Customer Experience Senior Manager: Act as a deputy to support the Regional Customer Experience Senior Manager, stepping in as needed to ensure continuity and leadership.
- Participate in user product workshops to validate customer requirements and to confirm specifications in cooperation with other expert teams.
- Travel to customer sites for meetings, team meetings, and industry events.
WHO YOU ARE
- 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.
- Commercial awareness
- Contract management
- 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 analysing data to produce insightful reports for clients and internal teams.
- Experienced: At least 3 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, environment and services.
- Languages- Fluency in English. French and other language fluency will be a plus.
- Key technologies: Competent in Microsoft Office products, Excel advanced proficiency, and web-conferencing systems.
Additional Skills
Knowledge of:
- Certified Customer Success Manager (CCSM) Level 1
- ITIL and Service Management practices and procedures
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 it's 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 have 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 market 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.
