WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. 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. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Ready to redefine air travel? The journey starts here, with you at SITA.

ABOUT THE ROLE & TEAM:

The Senior Client Service Representative is responsible for managing the performance of customer contracts after service delivery, ensuring that all operational commitments are met, and customer satisfaction is achieved. This role supports the definition and execution of a comprehensive customer success plan and works closely with the customer-facing account team to oversee the performance of support models.

The specialist ensures service adoption, quality, and operational excellence by proactively analyzing customer operations, identifying areas for improvement, and acting as the customer advocate within SITA. Responsibilities include fulfilling contractual obligations in alignment with ITIL service management practices, leading customer interactions on service-related matters, and coordinating internal actions to resolve issues efficiently. Additionally, the role requires a strong customer centric and commercial mindset, collaborating with sales and account management to support business retention, contract renewals, and service expansions. On his daily basis activities needs to interact with key stakeholders from units like Field Services; Support teams, Sales and others.

WHAT YOU WILL DO:

• Customer Success Management: Own and execute the Customer Success Plan, ensuring alignment with contractual obligations and ITIL-compliant service management practices.
• Service Delivery Oversight: Monitor and manage the performance of support models, ensuring all contracted Service Level Agreements (SLAs) are met.
• Customer Advocacy: Act as the primary operational point of contact, representing the customer within SITA and orchestrating internal actions to resolve service-related issues swiftly and effectively.
• Service Reviews and Reporting: Conduct regular service reviews, support executive-level account planning, and provide detailed service reports to both customers and internal stakeholders.
• Change and Problem Management: Supervise and manage change and problem management processes, including escalation of technical issues and coordination with specialized teams.
• Customer Engagement: Develop deep customer intimacy, maintain updated knowledge of customer environments, and ensure this is shared across back-office functions.
• Product and Service Expertise: Maintain a comprehensive understanding of SITA’s products and services, ensuring customers are always operating on the latest release levels.
• Feedback and Improvement: Establish feedback loops with customers and product teams to drive continuous service improvement and innovation.
• Revenue and Commercial Support: Review monthly service revenue, ensure accurate billing, and support account teams in identifying upsell opportunities and contract renewals.
• Onboarding and Adoption: Facilitate smooth onboarding for new customers, setting the foundation for long-term success.
• Internal Process Optimization: Streamline internal workflows to enhance operational efficiency and knowledge sharing.
• Collaboration and Coordination: Work closely with Professional Field Services and other departments to ensure seamless service execution.
• Customer Communication: Follow up with customers to confirm issue resolution and satisfaction, ensuring a positive experience in every interaction.
• Service Improvement Planning: Lead the development and execution of Continual Service Improvement Plans (CSIPs) and Service Improvement Plans (SIPs) in collaboration with customers and service providers.
• Innovation and Proactivity: Proactively identify risks and opportunities for service enhancement and contribute to the evolution of operational models and cost structures in support of bids and proposals.

EXPERIENCE:

• At least 5 years of experience in customer service
• Experience troubleshooting technical issues and working with customer-facing teams.
• Hands-on experience with CRM systems and familiarity with ticketing systems.
• Exposure to change management and problem management processes.

WHAT WE OFFER:

At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:

🏡 Flex Week: Work from home up to 2 days/week (depending on the needs of your team and your customers)

⏰ Flex Day: Shape your workday to suit your life and your 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), available to you and your dependents 24/7, 365 days/year, and Champion Health – a personalized, proactive platform to support diverse wellbeing needs.

🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!

🙌 Competitive Benefits: Access competitive benefits tailored to the local spanet and your employment status.

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.