Customer Success Manager

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.

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**

At SITA we believe in putting the customer at the center of everything we do. The 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. As a Customer Operation Manager you would be responsible for executing against our promises ensuring that our customers are receiving the most value from their investment. Provide pro-active input leveraging the capabilities of SITA product & services to ensure we can retain and expand the account revenue.

Continuous Improvement of the internal processes, tools, and metrics that support the customer facing account team, to improve the overall customer lifecycle experience and processes are part of this role.

**WHAT YOU’LL DO**
- Working hand in hand with the customer facing account team to oversee the delivery and technical performance of services.
- Collaborate with the customer facing account team to identify at-risk customers and develop effective retention strategies
- Perform regular customer service reviews and support the customer account team in the executive reviews and plans.
- Develop customer intimacy, build knowledge of the customer and ensure this knowledge is shared and kept updated for all back-office functions.
- Maintain a deep understanding of the company’s products and services to provide accurate support.
- Stay updated on product updates, features, and common issues to assist customers effectively, and ensure customer is kept at latest level of release
- Identify and manage customer change request.
- Identify and escalate technical issues requiring higher-level support or specialized teams
- Follow up with customers to ensure their issues are resolved and satisfaction is achieved
- Collaborate with other departments to resolve customer issues and share feedback with the customer facing team
- Strive to deliver exceptional customer service, ensuring a positive experience for every interaction
- Supervise and manage the change management and problem management processes
- Analyze customer data and feedback to identify trends, usage patterns, and potential issues while tracking engagement and satisfaction metrics
- Assist in creating and executing customer success plans, documentation, and customer-facing communications to improve satisfaction and retention
- Prepare reports on customer metrics and success initiatives while contributing to knowledge management resources like FAQs and training materials
- Support the implementation of tools and process improvements to enhance customer experience and operational efficiency.

Qualifications:
**ABOUT YOU**
- A bachelor's degree in a relevant field such as Business Administration, Customer Service, Information Technology, or another related discipline.
- Overall 8+ years of experience with 5-7 years of experience in a customer support or technical support role, preferably in a fast-paced environment or in the technology/services sector
- 5 years of experience in customer success, process improvement, or data analysis roles
- Experience with data analysis tools and methodologies for tracking customer satisfaction metrics.
- Proven experience in creating and driving customer improvement plan.
- 7+ years of experience in leadership or management roles in the relevant sector, preferably in customer service, operations, or a related field.
- Demonstrated experience in team management, conflict resolution, and resource planning.
- Extensive experience in leading discussions with customers at senior to mid management level
- Proven ability to lead and develop a team to achieve business objectives.
- Experience in a complex multi-cultural matrix management organization
- Experience with SDWAN technology, MPLS L3 VPN, IPSEC, routing/switching technologies.

**KNOWLEDGE**
- **
Deep understanding of operational strategies in customer success**: Well-versed in best practices and processes that improve customer experience and team efficiency.
- ** Ability to align operational activities with business goals**: Strong focus on translating customer needs into actionable plans, ensuring service delivery aligns with business outcomes.
- ** Familiarity with operational and customer suc