SITA | Customer Success Manager

hace 14 horas

lima, Perú SITA A tiempo completo

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.

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.
ABOUT YOUR SKILLS
  • 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

SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

Flex Week : Work from home up to 2 days/week (depending on your Team's needs).
Flex Day : You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world
Employee Wellbeing : Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
Professional Development: Enhance your skills with our training platforms, inclusive of 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.

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