Senior Customer Success Specialist - London, United Kingdom - SITA

SITA

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Senior Customer Success Specialist-37343

Profession
Customer Service Management

Work Location
Europe-United Kingdom-London

Schedule
Full-time

Description

As
Senior Customer Success Specialist, your goal will be to strengthen customer relationships by providing distinctive service and product assistance.

You will proactively drive service improvements that has a positive impact on customers' operational KPIs. You will proactively find up-selling opportunities during the contract lifecycle.
Reporting to the Customer Success Manager, you will be a part of the Service Management EURO team,

Are you ready to be part of the future?

What you will do

Be trusted supplier representative at customer's IT Management Level by providing proactive operational innovative advice.
Serve as the voice of the customer within SITA promptly recognizing and capturing prevalent issues and pursue upstream solutions.
Act as the operational point of contact for Customers Users, Service Providers and line Management.
Collating data for analysis, service improvements and report creation for MSR presentation / customer delivery
Deliver all contractual obligations and reviews Service Level Agreements (SLA's) so that contracted/agreed service levels are met for assigned customer.
Hold regular service reviews with service providers where required to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented.
Management of Service transition, focused on overseeing the transfer of key operating information and data necessary for Service Operations acceptance of the solution being deployed into production being responsible for the transition stage gate sign off
Management of Major Incident reporting along with problem management in line with customers processes and requirements

Qualifications:

Who you are

Overall 7+ years of experience at a senior level with 3 years of customer facing experience delivering IT services to internal or external customers
Experience in leading discussions with customers at mid management level
2 years or more experience in Airline/Air Transport industry
Experience of working in a matrix management environment is desirable ideally multicultural
Experience of continuous service improvement methods is desirable

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 we're 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

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 opportunities?

Keywords:
Service management, Service Delivery, ATI, customer

LI-MM1

Job Posting
Mar 15, 2023, 10:11:35 AM