EXPERIENCE

• Bachelor’s degree in IT Telecom or Business or equivalent
• Overall 3+ years of experience with 2 years or more experience in a related role delivering IT services to internal or external customers
• 1 year or more management experience in a customer-facing environment. Working independently is desirable
• Experience in Airline / Air Transport industry: desirable
• Experience of working in a matrix management environment is desirable ideally multi-cultural
• Experience of working successfully in a process-oriented environment
• Experience of continuous service improvement methods is desirable

PURPOSE

At SITA we believe in putting the customer at the center of everything we do. One of the primary objectives of this role is to make SITA customers successful by partnering and advocating with them (Upto Manager level) on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes.As a Senior Associate Customer Success Specialist your goal will be to advise and guide customers on standard Service Management activities leading to client success throughout the customer relationship lifecycle. A key aspect of the role would be to form a relationship of trust with customers anticipate needs and act with agility and flexibility in the face of any situation that may arise.

KEY RESPONSIBILITIES

• Acts as a point of contact and manages all customer requests for service promptly and professionally.
• Analyze problematic situations and occurrences and implements solutions.
• Identify risk areas and escalate operational issues as required. Act as the operational point of contact for Customers Users Service Providers and line management and proactively monitor SITA customer services.
• Review the monthly CSM revenue and ensure that all CSM related services are correctly billed.
• Acts as a point of contact and manages all customer requests for service promptly and professionally.
• Analyze problematic situations and occurrences and implements solutions.- Identify risk areas and escalate operational issues as required. Act as the operational point of contact for Customers Users Service Providers and line management and proactively monitor SITA customer services.
  Qualifications: