WELCOME TO SITA
We're 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.
You'll 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.
PURPOSE
At SITA we believe in putting the customer at the center of everything we doThe primary objective of this role is to make SITA customers successful by partnering and advocating with them (up to Senior VP level) on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomesSenior Customer Success Manager is one of the most important roles in SITA Global Services. Your goal is to ensure that our customers realize a positive return on SITA Service Management solutions leading to revenue protection and expansion opportunities for Service Management solutions in a territory of existing customer.
KEY RESPONSIBILITIES
- Be strategic business partner by our customers. Drive adoption of SITA product and services. Propose innovative solutions to the customer and leverages SITA as an integrator to address customer objectives. - Oversee the customer lifecycle to proactively drive adoption and ensure ongoing customer satisfaction and retention of a portfolio of assigned customers. - Propose proactive strategic innovative solutions to the customer and act as the voice of the customer within SITA. - Accountable for contract renewal and contributes to the account growth strategy by surfacing opportunities to sales that promote account growth and actively participates in account plans in partnership with cross functional teams to drive expansion opportunities. - Manage and lead remote and geographically dispersed customer service and Operations teams. Exercise direct control and management over the operational budget and spend. You will also be responsible for the headcount planning and resource allocation to global and/or regional customer(s).
- Owns the end to end operational escalation and proactively manage escalation and crisis management process to ensure customer dissatisfaction issues are addressed at an early phase.- Ensures all contracted/agreed service levels are met for each element of the services delivered while achieving internally agreed revenue and profitability targets. - To be responsible for the overall performance of all contractors and service partners contracted by SITA for customer service functions. Report all aspects of customer service performance to key internal stakeholders. - To develop and manage an annual plan/program on cost reductions and/or revenue increase in maintenance and support operations while maintaining/improving the overall service satisfaction performance.
- Be strategic business partner by our customers. Drive adoption of SITA product and services. Propose innovative solutions to the customer and leverages SITA as an integrator to address customer objectives. - Oversee the customer lifecycle to proactively drive adoption and ensure ongoing customer satisfaction and retention of a portfolio of assigned customers. - Propose proactive strategic innovative solutions to the customer and act as the voice of the customer within SITA. - Accountable for contract renewal and contributes to the account growth strategy by surfacing opportunities to sales that promote account growth and actively participates in account plans in partnership with cross functional teams to drive expansion opportunities. - Manage and lead remote and geographically dispersed customer service and Operations teams. Exercise direct control and management over the operational budget and spend. You will also be responsible for the headcount planning and resource allocation to global and/or regional customer(s).
EXPERIENCE
- Overall 16 + years of experience at a senior level with 6+ years of customer facing experience in a related role delivering IT services to internal or external customers- Approx. 5 years or more experience in Airline/Air Transport industry- Experience in leading executive C-level discussions- Prior responsibility for P&L of a major customer account or contract- Experience of continuous service improvement methods- Proven experience with account planning & customer success plans- Experience of working in a matrix management environment- Experience in coaching and mentoring team
KNOWLEDGE & SKILLSPROFESSION COMPETENCIES
- Budgeting
- Business Case Justification
- Business Markets
- Business Process Improvement
- Communicating for impact
- Consulting
- Crisis Management
- Customer Service
- Operational Requirements Analysis
- Partnering for Clients' Success
- Products and Services
- Strategic Thinking
- Value Selling (Original)
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Developing Talent
- Impact & Influence
- Leading Execution
- Managing Performance
- Results Orientation
- Strategic & Commercial Thinking
- Teamwork
- Visionary Thinking & Leading Change
EDUCATION & QUALIFICATIONS
- Bachelor's degree in IT or Business MBA preferred- Service Management Certification level as applicable- ITIL Service Management as applicable- LEAN Six Sigma Awareness
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.
