Customer Success Manager

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.

Preferred location: Florida

Frequent Travel

ABOUT THE ROLE & TEAM

As Customer Success Manager primary objective 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 SITA IPS as these will be primary customers that you will be supporting.
• 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.
• Enforce Service Level Agreement (SLA) incident procedures for each customer and escalate issues that are resolved within the agreed SLA timelines.

ABOUT THE SKILLS

• Bachelor's degree in IT, Telecom or Business, or equivalent
• ITIL Service Management Certification or equivalent 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

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've 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.

"Equal Employment Opportunity Employer / Veterans / Disabled. SITA is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard of race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

If you have a disability and you believe you need a reasonable accommodation, please email Jean-Baptiste.Girukwayo@sita.aero. This Talent Acquisition Consultant will assist disabled job seekers whose disability prevents them from being able to apply online."

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