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Customer Success Manager

3 weeks ago

Riyadh, Saudi Arabia SITA Full time

**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**

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?