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Customer Success Manager/ Responsable de la Réussite client - Jobs in Montréal, QC

SITA
Job LocationMontréal, QC
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

OverviewAt SITA we believe in putting the Customer at the center of everything we do.The primary objective of this role is to make SITA Customers successful and seen as a business partner. Partnering with customers on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes.As a Customer Success Manager, you would be responsible for executing against our promises ensuring that our customers are receiving the most value from their investment. Provide pro-active input leveraging the capabilities of SITA product & services to ensure we can retain and expand the account revenue.What you will do:

  • Develop a strong partnership with customer channel partners to drive product adoption and mitigate risk to renewal. Serve as the voice of the customer within SITA.
  • Primary contact for interaction between customers and SITA for service performance issues.
  • Oversee the day-to-day IT operations and activities of assigned customers.
  • Owns End-to-End Operational Escalation management and proactively manage escalation to ensure customer dissatisfaction issues are addressed at an early phase.
  • Provide proactive tactical innovative advice to customers.
  • Lead the Continual Process Improvement process with the customer including recommendations for service upgrades and proactively monitor SITA customer services identify improvement and risk areas and own the various service improvement plans.
  • Maintain thorough knowledge of SITA products/services features and target markets by participating in formal and informal trainings.
  • Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.
  • Accountable for contract renewal and actively contribute with Sales and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs.
QualificationsWho you are:
  • Overall experience at a senior level with 5 years of customer facing experience delivering IT services to
  • internal or external customers
  • Extensive experience in leading discussions with customers at senior to mid management level
  • 5 years of experience in Airline / Air Transport industry (preferable)
  • Experience in a complex multi-cultural matrix management organization
  • Experience of continuous service improvement methods
  • Strong IT (Network) background (preferable)
  • Bachelors degree in IT Telecom or Business or equivalent
  • SITA Service Management Certification Level 2
  • ITIL Service Management Certification as per SGS standards
  • Depending on the solution scope of each Customer assignment specific certifications and in-house education is required.
What we offer: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. SITA is a place of change and constant improvement, where were always pushing ourselves to find better ways of doing things: 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 SITA:SITA is the world’s 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.We 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 opportunitiesQuick Apply
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