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**Overview**:**WELCOME TO**SITA****Ready to redefine air travel?The journey starts 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 upsell 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.
