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Customer Success Associate

2 months ago

Barnegat, New Jersey, United States SITA Switzerland Sarl Full time

Position Overview:

As a Customer Success Associate, your primary objective will be to support and guide clients through standard Service Management processes, ensuring their success throughout the entire customer relationship lifecycle. Establishing a trustworthy rapport with clients is essential, allowing you to anticipate their needs and respond with agility and adaptability to any challenges that may arise.

Role Summary:

We are looking for a proactive and technically skilled individual to take on the responsibilities of a Client Relationship Specialist. This role focuses on managing SITA services, which include network solutions and various airport functionalities such as self-service baggage drop, check-in, and boarding systems. The ideal candidate will have a robust technical background, strong troubleshooting abilities, and a deep understanding of IT infrastructure, particularly from the viewpoint of customer success.

Key Responsibilities:

  • Technical Proficiency: Demonstrate a solid technical foundation, including knowledge of ticketing systems and troubleshooting techniques. Familiarity with ITIL systems is a prerequisite for this position.
  • Issue Resolution: Manage the escalation of issues by coordinating with internal teams. Serve as the primary liaison for clients, receiving requests and efficiently handling ticketing processes to ensure prompt resolution.
  • Change Management: Implement change requests effectively, such as relocating services or adjusting IT infrastructure. Navigating and executing changes is vital for success in this role.
  • Client Engagement: Act as the main point of contact for clients, ensuring clear communication and understanding of their needs. Regularly update clients on the status of their requests and provide effective solutions aligned with established objectives.
  • Performance Review: Collaborate with internal teams to collect relevant data and assess key performance indicators (KPIs) of services. Conduct thorough service reviews and utilize data-driven insights to inform clients about performance metrics.

Qualifications:

Experience: A minimum of 3-5 years of experience in IT, with a proven history of delivering IT solutions, is essential for this role.

ITIL Knowledge: At least 2 years of experience with ITIL systems is required.

Industry Background: Experience in both the aviation and IT/Telecom sectors is crucial, ensuring familiarity with the unique challenges and requirements of these industries.

Daily Responsibilities:

  • Serve as the point of contact for all customer service requests, addressing them promptly and professionally.
  • Analyze and resolve problematic situations and occurrences.
  • Identify potential risk areas and escalate operational issues as necessary.
  • Act as the operational liaison for customers, service providers, and management, proactively monitoring SITA customer services.
  • Review monthly revenue related to customer success management and ensure accurate billing for all services.

What We Offer:

SITA promotes a diverse workplace, representing various countries and cultures within our workforce. Our environment fosters collaboration between seasoned professionals and those new to their careers. SITA is committed to continuous improvement, striving to enhance our processes for the benefit of our clients and their customers. We provide a comprehensive benefits package, including holidays, bonuses, flexible benefits, medical coverage, a pension plan, and access to world-class learning opportunities.