Senior Associate Customer Success Specialist

Overview
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.
We operate at 95% of international hubs and 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 do. One of the primary objectives of this role is to make SITA customers successful by partnering and advocating with them (Up to Manager level) on SITA Service Management solutions that will help our customers achieve their business goals, objectives and outcomes. As a Senior Associate Customer Success Specialist your goal will be to advise and guide customers on standard Service Management activities leading to client success throughout the customer relationship lifecycle. A key aspect of the role would be to form a relationship of trust with customers, anticipate needs and act with agility and flexibility in the face of any situation that may arise.
Key Responsibilities
Acts as a point of contact and manages all customer requests for service promptly and professionally.
Analyze problematic situations and occurrences and implements solutions.
Identify risk areas and escalate operational issues as required. Act as the operational point of contact for Customers Users Service Providers and line management and proactively monitor SITA customer services.
Review the monthly CSM revenue and ensure that all CSM related services are correctly billed.
Qualifications
Bachelor's degree in IT Telecom or Business or equivalent
Overall 3+ years of experience with 2 years or more experience in a related role delivering IT services to internal or external customers
1 year or more management experience in a customer-facing environment. Working independently is desirable
Experience in Airline / Air Transport industry: desirable
Experience of working in a matrix management environment is desirable ideally multi-cultural
Experience of working successfully in a process-oriented environment
Experience of continuous service improvement methods is desirable
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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