Job Opportunity in the UAE as SITA Customer Success Team Manager

Date limite : 01 mars 2020

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Job Opportunity in the UAE as SITA Customer Success Team Manager

SITA is offering a job as a customer success manager in the Middle East, India & Africa-United Arab Emirates-Dubai. Your mission, as part of SITAONAIR’s customer success team, is to drive the business performance of the products and services, through achieving customer satisfaction across products and contract lifecycle, to enhance revenue and deliver long-term value for both SITAONAIR and your customers, resulting in customer retention and expansion. Your aim is to increase customer satisfaction, usage of the solutions and cross-sells, positive word-of-mouth, and successful outcomes for customers. You will provide the best customer experience possible, through management of customer relationships, fundamental knowledge of the product portfolio and customer needs, reporting and expert guidance on solution usage, tracking key performance indicators, identifying opportunities and challenges from the way customers engage with the solutions, and driving the organization to help resolve the challenges.

Eligibility:

You must have:

  • A highly-developed cultural sensitivity, and proven experience working in multi-country organizations and multi-disciplinary virtual teams.
  • In-depth understanding of commercial aviation, airline business, and operational constraints.
  • Good operational knowledge in IT and Telecommunications.
  • Previous experience in project management, sales or customer service.
  • The ability to speak Arabic.
  • You are conversant in data analytics tools such as Power BI.
  • You like keeping up-to-date about technology developments.
  • You are trained and certified in Project Management or ITIL.

Your Responsibilities:

If you are accepted at this job, you will:

  1. Manage, measure and improve customer satisfaction, in coordination/collaboration with all relevant stakeholders, by tracking and facilitating the resolution of issues.
  2. Prevent and manage crises through the triage of emergencies, timely and structured internal and external communications and escalations. 
  3. Organize regular executive management meetings to review the overall account relationship and strategy. You do all this while always maintaining a close relationship with every department, to generate commitment toward the delivery of SITAONAIR’s quality standards.
  4. Know and maintain absolute clarity on customer contract status and actions. 
  5. Ensure that customer issues and requests are progressed in a timely manner, that SITAONAIR’s contractual deliverables are constantly met, and that the customer delivers their own obligations toward SITAONAIR. 
  6. Constantly measure and strive to improve the business performance of SITAONAIR products and services. 
  7. By tracking and reporting KPIs, you manage revenue and profitability in a durable manner. 
  8. Analyze usage, provide reports and assist your customers in optimizing their own costs and revenues. 
  9. Validate and track invoices, commissions statements and customer ROI, and lookout for new or alternate means to increase passenger and airline usage.
  10. Identify and feedback opportunities for footprint growth together with sales, you target appropriate sponsors and position SITAONAIR’s value proposition. 
  11. Scope product enhancements and new features.
  12. Provide full support to acquiring new business or renewing existing business, you can understand and prevent customer churn. 

About SITAONAIR:

SITAONAIR is a 100%-owned subsidiary of the SITA group and manages the aircraft business of the group. In Sitaonair, They believe that embracing a digital shift will reinvent the operation of aircraft, flight and on-board experience. 

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