Customer Success Manager

Overview:
Customer Success Manager
As Customer Success Manager your primary objective of this role is to make
SITA customers successful and seen as a business partner. Partnering with
customers (up to VP level) on SITA Service Management solutions that will help
our customers achieve their business goals objectives and outcomes.
Reporting to the Senior Customer Success Manager you will be a part of the
customer service management team responsible for executing against our
promises ensuring that our customers are receiving the most value from their
investment and providing proactive input leveraging the capabilities of SITA
products & services to ensure we can retain and expand the account revenue.
At SITA, we achieve more, together. Are you ready to join us?
What you will do
* Develop a strong partnership with customer channel partners and SITA executive sponsors to drive product adoption and mitigate risk to renewal.
* Provide proactive tactical innovative advice to customers.
* Serve as the voice of the customer within SITA, 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 training.
* Manage other client service staff assigned to support the customer.
* Accountable for contract renewal and actively contribute to 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.
Qualifications:
Who you are
* Bachelor's degree in IT Telecom or Business or equivalent.
* ITIL Service Management Certification as per SGS standards.
* Minimum ‎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 levels.
* Minimum ‎3 years of experience in the Airline / Air Transport industry.
* Experience in a complex multi-cultural matrix management organization.
* Experience in continuous service improvement methods.
* Saudi nationals only are welcome to apply.
PROFESSION 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
* Teamwork

What we offer
SITA's workplace is all about diversity: many different countries and cultures
are represented in our workforce, and colleagues who've been working here for
decades collaborate with those just out of college and early in their careers.
SITA is a place of change and constant improvement, where we're always pushing
ourselves to find better ways of doing things: smarter, quicker, easier, for
us and our customers and for their customers too.

And we offer all the good stuff you'd expect like holidays, bonus, flexible
benefits, medical policy, pension plan and access to world class learning.

Welcome to SITA
SITA is the world's 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.
We design, build, and support technology solutions all with one vision to
create easy air travel every step of the way. 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. Are you ready
to explore the opportunities?
In case of issues with uploading your CV or accessing the application
system, please contact us @ [email protected]