Customer Success Senior Consultant at SITA Switzerland Sarl
hace 1 día
Barcelona
ppFull‑time on‑site position offering great opportunities for career growth. /ph3Overview /h3pWELCOME 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 79% of 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. /ph3About the Role Team /h3pWe are looking for a Customer Success Senior Consultant to join our global Customer Experience Management team in Barcelona. The Customer Experience Management team works closely with the business to manage customers’ satisfaction, ensure all customer feedback is addressed while improving and developing customer loyalty. Reporting to the Regional Customer Experience Senior Manager, you will be part of an international team responsible for customer experience service with regards to SITA products and services in the Europe region (addressing airlines, avionics manufacturers, resellers, and Air Navigation Service Providers customers). /ph3What You’ll Do /h3ulliNurture the Customer: Manage the customer account and act as the primary trusted advisor for a portfolio of strategic customers, including airlines, Air Navigation Service Providers (ANSPs), and Original Equipment Manufacturers (OEMs), building strong relationships across operational, technical, and executive stakeholders. /liliDrive Customer Success Value Realization: Understand each customer’s business objectives and operational priorities, developing success plans that maximize the value and outcomes achieved from SITA solutions. /liliChampion the Customer: Serve as the voice of the customer within SITA, advocating for customer needs, priorities, and feedback to influence product development, service improvements, and strategic decision‑making. /liliEnhance Customer Experience: Proactively monitor customer health, satisfaction, adoption, and engagement, identifying risks and opportunities to strengthen customer loyalty, retention, and advocacy. /liliLead Service Partnership Performance Reviews: Facilitate regular service reviews, providing insights, performance updates, improvement recommendations, and strategic guidance aligned with customer goals. /liliDrive Adoption Customer Growth: Partner with customers to increase solution adoption, promote best practices, identify additional use cases, and support opportunities for business expansion and long‑term partnership growth. /liliSupport Operational Transformation: Work with customers to identify opportunities for operational improvement through technology adoption, process optimization, automation, predictive analytics, AI‑enabled capabilities, and data‑driven decision‑making. /liliManage Customer Escalations Resolution: Act as a customer advocate during critical issues, coordinating cross‑functional teams to ensure timely resolution, clear communication, and positive customer outcomes. /liliMeasure Improve Customer Satisfaction: Lead customer feedback programs, analyze customer sentiment and survey results, develop improvement plans, and drive actions that enhance the overall customer experience. /liliLead Cross‑Functional Customer Success Initiatives: Bring together stakeholders across Sales, Product, Service Management, Operations, Engineering, and Support to execute customer success plans, drive adoption, address risks, support operational transformation initiatives, and ensure customers realize measurable business value from their investment in SITA solutions. /liliProvide Customer Insights Analytics: Deliver meaningful customer reporting, trend analysis, adoption metrics, and performance insights that support continuous improvement and informed decision‑making. /liliFacilitate Customer Workshops: Lead customer engagements and workshops to understand evolving business requirements, validate needs, identify improvement opportunities, and align solutions with customer objectives. /liliCoordinate Customer Enablement Training: Ensure customers have access to the appropriate training, knowledge, and resources required to achieve successful adoption and long‑term value from SITA products and services. /liliCollaborate Across Functions: Partner with Sales, Product Management, Service Management, Operations, and Engineering teams to deliver exceptional customer experience and support customer success objectives. /liliSupport Commercial Renewal Activities: Contribute to account planning, renewal strategies, customer retention initiatives, and growth opportunities by maintaining a deep understanding of customer business drivers and objectives. /liliDeputize for the Regional Customer Experience Senior Manager: Provide leadership support and continuity as required, representing the Customer Experience organization in internal and customer‑facing engagements. /liliRepresent SITA at Customer and Industry Events: Travel to customer sites, industry forums, and business meetings to strengthen relationships, gather market insights, and promote customer success outcomes. /li /ulh3About Your Skills /h3h3Aviation Operations Expertise /h3pExperience in airline operations, network operations, operational control centers (OCC), flight operations, airport operations, or airspace management environments. Understanding of airline operational workflows, disruption management, operational decision‑making processes, and network planning concepts. Familiarity with Air Navigation Service Providers (ANSPs), Air Traffic Management (ATM), and collaborative decision‑making processes within the aviation ecosystem. /ph3Industry Domain Knowledge /h3pKnowledge of airline operational systems, aircraft connectivity services, flight planning solutions, or mission‑critical aviation technology platforms. Ability to engage credibly with airline operations managers, OCC teams, network planners, and airspace stakeholders to translate operational challenges into business outcomes. /ph3Technical Analytical Capability /h3pStrong analytical mindset with experience interpreting operational performance data, trends, and service metrics to drive customer value and continuous improvement. Experience supporting technology adoption, digital transformation initiatives, or operational system deployments within aviation or telecommunications environments. Understanding of data‑driven decision support tools, predictive analytics, AI‑enabled solutions, or operational optimization technologies is highly desirable. /ph3Qualifications /h3ulliExperienced professional with 2–6 years’ experience in Customer Success, Customer Experience, Account Management, or Customer Relationship Management, preferably within Aviation, Airlines, Telecommunications, or Satellite Communications. /liliCustomer‑focused relationship with a proven ability to understand customer needs, build trusted partnerships, and drive customer satisfaction, adoption, retention, and business outcomes. /liliStrong communicator and influencer with excellent presentation and stakeholder management skills, capable of engaging confidently with customers and senior executives. /liliCollaborative and proactive problem‑solver, experienced working across global, cross‑functional, and multicultural teams to deliver customer success. /liliData‑driven and analytical, able to translate complex data and performance metrics into actionable insights and recommendations. /liliFast learner with strong business and technical acumen, able to quickly understand complex technologies, products, services, and operational environments. /liliTechnology proficient, with advanced Excel and strong Microsoft Office skills, as well as experience with collaboration, reporting, and web‑conferencing tools. /liliLanguages: Fluent in English; additional languages are an advantage. /li /ulh3What We Offer /h3ulliFlex Week: Work from home up to 2 days/week (depending on your team’s needs). /liliFlex Day: Make your workday suit your life and plans. /liliFlex‑Location: Take up to 30 days a year to work from any location in the world. /liliEmployee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. /liliChampion Health: A personalized platform that supports a range of wellbeing needs. /liliProfessional Development: Access to world‑class platforms and programs such as Eurostaffs Learning, Microsoft’s Enterprise Skills Initiative, Airport Council International, Pluralsight, Harvard Business Publishing, Stanford, and many others, aligned with your Development Plan. /liliCompetitive Benefits that make sense with your local market and employment status. /li /ulpSITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self‑identify in the application process. /p /p #J-18808-Ljbffr