Senior Customer Success Specialist
2 weeks ago
Overview:
As
Senior Customer Success Specialist, your goal will be to strengthen customer relationships by providing distinctive service and product assistance.
Reporting to the Customer Success Manager, you will be a part of the Service Management EURO team,
Are you ready to be part of the future?***
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.
- Collating data for analysis, service improvements and report creation for MSR presentation / customer delivery
- 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.
- Management of Service transition, focused on overseeing the transfer of key operating information and data necessary for Service Operations acceptance of the solution being deployed into production being responsible for the transition stage gate sign off
- Management of Major Incident reporting along with problem management in line with customers processes and requirements
Qualifications:
Who you are
- Overall 7+ years of experience at a senior level with 3 years of customer facing experience delivering IT 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
- Experience of working in a matrix management environment is desirable ideally multicultural
- Experience of continuous service improvement methods is desirable
- 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.
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 SITAWe 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?Keywords:
Service management, Service Delivery, ATI, customer
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