Senior Customer Success Specialist

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

A Senior Customer Operations Specialist proactively manages the performance of the customer contract post-delivery by defining and executing a customer operation success plan.

Being part of the customer-facing account team, the role of the Senior Customer Operations Specialist is to support with all aspects related to the performance of the services towards delivering customer commitments, doing proactive performance analysis, providing insights into customer operations and ensuring customer satisfaction.

WHAT YOU WILL DO

• Working hand in hand with the customer facing account team to oversee the delivery and technical performance of services.
• 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 customers are kept at the latest level of release
• Identify and manage customer change requests.
• 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.

WHO YOU ARE

• A bachelor's degree in a relevant field such as Business Administration, Information Technology, Customer Service Management, or another related discipline.
• 4-7 years' experience in working in B2B customer-facing roles related to technology services.
• Experience in working in ITIL-based Service Management with Exposure to incident, change and problem management processes.
• Experience in timely coordination and collaboration across multiple departments and managing stakeholder communications including presentation skills.
• Hands-on experience with CRM systems and familiarity with ticketing systems.
• Customer focused mindset with solid skills in conflict management, critical thinking and adaptability with the changing circumstances.
• Good command of English language skills.
• Experience in performing data analysis is a definite advantage.
• Experience with technology services for the aviation industry is a plus.

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 customers' 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 well-being 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.

"Equal Employment Opportunity Employer / Veterans / Disabled. SITA is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard of race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

If you have a disability and you believe you need a reasonable accommodation, please email rehan.perera@sita.aero. This Talent Acquisition Consultant will assist disabled job seekers whose disability prevents them from being able to apply online."

Pay Transparency Nondiscrimination Provision

In the U.S. (New York), the standard base pay range for this role is $75K - $100K Annual. This base pay range is for the U.S. and is not applicable to locations outside of the U.S. Actual amounts will vary depending on experience, performance, and location. In addition to a competitive base pay, employees in this role may be eligible for incentive compensation. Incentive compensation is not guaranteed.