Customer Success Manager

SITA

  • Riyadh
  • Permanent
  • Full-time
  • 1 month ago
Overview:WELCOME TOWe'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 & TEAMAs a Customer Success Manager (CSM), your mission is to ensure customer success through strategic partnership, proactive service management, and advocacy. You’ll work with key stakeholders—up to VP level—helping customers achieve their business objectives by aligning them with SITA's Service Management solutions.
You will be part of the Customer Service Management team, reporting to the Senior Customer Success Manager. This role plays a critical part in executing SITA's service commitments, maximizing the value delivered to customers, and identifying opportunities to grow revenue through upselling and renewals.WHAT YOU’LL DO
  • Serve as a strategic partner and trusted advisor to customer stakeholders and executive sponsors.
  • Build strong customer relationships to drive adoption, satisfaction, and retention.
  • Act as the voice of the customer within SITA, escalating and resolving operational issues proactively.
  • Lead operational service performance reviews and other service-related meetings aligned with contractual and SGS standards.
  • Manage end-to-end operational escalation and customer dissatisfaction issues to resolution.
  • Drive continual service improvements (CSI) with recommendations for service upgrades and innovation.
  • Monitor service delivery performance and own Service Improvement Plans (SIPs).
  • Support resolution of complex network incidents and lead implementation of change requests.
  • Collaborate with sales teams to identify and close renewal and expansion opportunities.
  • Act as a pre-sales service expert by contributing to service design, support models, and service level agreements for complex or customized solutions.
  • Manage billing accuracy, cost control, and revenue tracking related to assigned accounts.
  • Maintain up-to-date knowledge of SITA products and services, as well as competitive solutions in the market.
  • Supervise and guide other client service staff supporting the customer.
Qualifications:ABOUT YOUR SKILLS
  • Bachelor’s degree in Computer Science, Software Engineering, or a related field in Information Technology.
  • Minimum of 5 years of experience in customer service for large-scale IT systems.
  • Proven experience in managing and supporting Level 1 and Level 2 technical support for software system services and functions.
  • Demonstrated ability to guide and mentor team members to ensure accurate and timely handling of customer inquiries.
  • Experience in resolving complex customer issues that cannot be addressed by the support team and escalating unresolved issues to Level 3 support when necessary.
  • Skilled in developing and implementing operational procedures to enhance service delivery.
  • Strong understanding of service level agreements (SLAs), technical policies, and compliance monitoring.
  • Proficiency in assigning and distributing customer service tasks to ensure smooth and efficient workflow.
  • Ability to generate regular and ad hoc reports on system issues, incident progress, and resolutions.
  • Applicants must be Saudi nationals to be considered for this position.
NICE-TO-HAVE
  • Background in airline or air transport
  • Hands-on SQL experience
WHAT WE OFFERWe’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’ve 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 employment status.SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

SITA