Were 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 worlds air travel industry.

Youll 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.

Helps new customers to get started with the product or service, ensuring a smooth transition and successful entry into stable operations for the customer.

• Guide new customers through the standard onboarding process, ensuring they understand how to set up and use the product or service.
• Provide training (including webinars, 1-on-1 sessions, tutorials, guides) to help customers become proficient in the use of products or services.
• Own the troubleshooting of technical or usage problems and trigger necessary resources to resolve any issues or concerns customers may have during onboarding.
• Educate customers on best practices for using the product or service and help them understand their features, ensuring they maximize its value.
• Support Customer Operations Specialist/Managers to maintain strong customer relationships.
• Document the onboarding process, noting any customer-specific requirements or insights.
• Share feedback and improvement on the onboarding processes to the Customer Operations Practice for review and continuous improvement.
• Stay up to date with product changes and ensure the onboarding materials and processes reflect any updates or new features.
• Ensure customers meet critical onboarding milestones and goals.
• Collaborate with the Customer Operations and Account Management team, as well as Central Functions/Transition Management, to hand off customers after the onboarding process is complete.
• Work with sales, product, customer operations, and support teams to ensure customer onboarding is aligned with the overall customer journey.
• Identify potential opportunities to upsell or cross-sell additional products or services.

• 2-4 years of experience in customer operations or technical support roles, preferably in IT service-based industries.
• 2-4+ years of experience in onboarding and/or transition management.

• Communication
• Teaching & Training
• Problem Solving
• Stakeholder Management
• Project Management
• Collaboration
• Adaptability
• Content & Knowledge Management

• Knowledge of Products / Services
• Customer Relationship Management Tools
• Data Analytics

Educational Background:

• A bachelors degree in business administration, Computer Science, Engineering, or a related field. A master’s degree is a plus.
• Equivalent work experience may substitute for formal education, depending on the industry.

Certifications (Must have):

• ITIL (Information Technology Infrastructure Library) certification minimum at Foundation level.

Certifications (Optional/Preferred):

• Project Management certifications such as PMP or PRINCE2.

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were 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 its 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 teams 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 spanet 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.