Senior Customer Success Specialist, Customer Service Management

Overview:
**WELCOME TO**SITA**

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward—we’re proud to be recognized as a **Great Place to Work®** by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

**Are you ready to love your job? The adventure begins right here, with you, at SITA.**

**_
Please submit your resume written in English and not in Spanish. Thank you._**

**ABOUT THE ROLE & TEAM**:
The Senior Customer Success Advisor manages customer contract performance post-delivery, ensuring service quality and satisfaction. They support customer success plans and coordinate with account teams to monitor support performance. Acting as the customer advocate, they identify improvements and lead service-related interactions. The role aligns with ITIL practices, resolving issues efficiently while supporting retention and renewals. Daily collaboration spans across Field Services, Support, Sales, and other key teams.

**WHAT YOU WILL DO**
- Execute and own the Customer Success Plan, for Information Technology contracted products and services
- Monitor service delivery performance and ensure contracted support levels are consistently met ensuring alignment with SLAs and ITIL practices
- Serve as the customer’s primary operational contact, coordinating internal actions for issue resolution.
- Conduct service reviews and provide detailed reporting to customers and internal stakeholders.
- Oversee change and problem management, including escalations and coordination with technical teams.
- Build strong customer relationships and share customer insights across internal functions.
- Stay up to date on SITA’s products and services to support optimal customer adoption and use.
- Drive continuous improvement by gathering customer feedback and engaging with product teams.
- Support billing accuracy, contract renewals, and upselling opportunities with account teams.
- Ensure smooth onboarding and long-term adoption for new customers.

Qualifications:
**ABOUT YOUR SKILLS**
- Brings over 5 years of experience in customer service, including 2 years focused on customer relationship management.
- Experience with Information Technology (IT) products and solutions
- Hands-on experience with CRM systems and familiarity with ticketing systems.
- Exposure to change management and problem management processes
- Data Analytics
- Technical Documentation & Writing
- Advance English writing and spoken

**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 market and your employment status.