Customer Success Manager

ABOUT THE ROLE & TEAM:

One of the primary objectives of this role is to make SITA customers successful by partnering and advocating with them (up to Director level) on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes.
As a Customer Success Manager your goal is to strengthen customer relationships and improve customer satisfaction by providing distinctive service and product assistance. You will Proactively drive service improvements that has a positive impact on customers operational KPI. You will proactively find up-selling opportunities during the contract lifecycle.

WHAT YOU WILL DO:

Be trusted supplier representative at customer's IT Management Level by providing proactive operational innovative advice.
Serve as the voice of the customer within SITA promptly recognizing and capturing prevalent issues and pursue upstream solutions.
Act as the operational point of contact for Customers Users Service Providers and line Management.
Lead Operation Service Performance Review or any other service-related customer meeting in line with contractual obligations and SGS standards.
Own End-to-End Oper actional Escalation management and act as the voice of customer within SITA at Management Level
Deliver all contractual obligations and reviews Service Level Agreements (SLA's) so that contracted/agreed service levels are met for assigned customer.
Hold regular service reviews with service providers where required to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented.
Comply with SGS Service Management standards ITIL processes and practices as defined in the Customer Governance.
Commercial responsibilities for assigned customers will include Cost control & Cost input along with review monthly CSM revenue and ensure that all CSM related services are correctly billed.
Support resolution of complex network incidents and implementation of change request
Support standard, customized and complex WAN , SDN solutions and security solution for key customers within the region
Act as SGS pre-sales role in designing support model, costing necessary resources (e.g NOC, SOC, SM) , writing service level agreement for large , customized solution
Review network design to ensure it meets optimal performance and functional requirement

EXPERIENCE:

Bachelor's degree in IT Engineering, Telecom or Business or equivalent
Overall 7+ years of experience at a senior level with 3 years of customer facing experience delivering IT / Data and Voice related services to internal or external customers
Experience in leading discussions with customers at mid management level
2 years or more experience in Airline/Air Transport industry preferred
Experience of working in a matrix management environment is desirable ideally multi-cultural
Experience of continuous service improvement methods is desirable
Certificate of ITIL v4 Foundation is desirable
Hands on experience on Data Network trouble shooting, Valid certificate CCNA, or CCNP or CCIE and with Voice product knowledge would be an advantage.
Certificates from leading vendors (CISCO, Avaya, Juniper) would be an advantage.

French speakers would be an advantage.

WHAT WE OFFER:

SITA's workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

Work Flexibility: Work from home up to 2 days/week (depending on your Team's needs).

You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.

Employee Wellbeing: Employee Assistance Program (EAP) provided by SITA is a yearly free service for practical advice in any part of your life.

Professional Development: Unleash your potential with our training offers via Coursera!

Flex-location: Benefit for 30 working days from anywhere around the world each year!

Competitive benefits according to the local market

SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.