Customer Operations 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.

**PURPOSE**:
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 Success 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.

**KEY RESPONSIBILITIES**:

- Define and execute a customer success plan that meets contractual performance objectives
- Developing and managing customer interactions across all touchpoints, to ensure a seamless and positive experience, which aligns with customer expectations and business objectives
- Conduct regular service reviews and prepare materials for executive-level presentations
- Monitor performance, escalate issues and follow up to resolution
- Manage customer requests, ensuring timely implementation and clear communication
- Analyse operational data to identify risks and improvement opportunities; lead service enhancement initiatives
- Maintain up-to-date knowledge of customer needs, product features and release updates
- Collaborate with Sales and Bid teams to identify and close renewal and expansion opportunities
- Align objectives and resources with business goals; report progress to senior management

Qualifications:
**EXPERIENCE**:

- Bachelor’s degree in business, IT or a related discipline
- 5-7 years of experience in a customer success role, preferably in the aviation or technology/services sector
- Proven ability to engage with senior stakeholders and present complex information clearly
- Strong analytical skills, with experience in data-driven decision making and process improvement
- Excellent verbal and written communication skills
- Certifications such as ITIL (Information Technology Infrastructure Library) for process and service management roles, or certifications in Customer Relationship Management (CRM) tools
- Proven experience in creating and driving customer improvement plans
- Familiarity with change and problem management processes
- Preferable to have experience in the aviation or ATI industry

**KNOWLEDGE & SKILLS**:
**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

**EDUCATION & QUALIFICATIONS**:

- Bachelor's degree in IT Telecom or Business or equivalent
- SITA Service Management Certification Level 2- ITIL Service Management Certification as per SGS standards
- Depending on the solution scope of each customer assignment specific certifications and in-house education is required

**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 em