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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 customer relationship lifecycle. Building a foundation of trust with clients, you will 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 SITA Services Specialist. This role involves overseeing SITA services, which include network operations and various airport functionalities such as self-service baggage drop, check-in, and boarding systems. The ideal candidate will have a robust technical background, excellent troubleshooting abilities, and a thorough understanding of IT infrastructure, particularly within customer success departments.

Key Responsibilities:

  • Technical Proficiency: Demonstrate a solid technical foundation, including expertise in ticketing systems and troubleshooting practices. Proficiency in ITIL systems is essential for this position.
  • Issue Resolution: Manage the escalation of issues by coordinating with internal teams. Serve as the primary contact for clients, handling requests and managing ticketing processes to ensure prompt resolution.
  • Change Management: Implement change requests effectively, such as relocating offices. Navigating and executing changes in IT infrastructure is vital for success in this role.
  • Client Engagement: Act as the main liaison for clients, ensuring clear communication and understanding of their needs. Regularly update clients on the status of their requests and provide practical 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 leverage data-driven insights to inform clients about performance status.

Qualifications:

Essential Requirements:

  • IT Background: 3-5 years of experience in IT, with a proven history of delivering IT solutions.
  • ITIL Systems: A minimum of 2 years of experience with ITIL systems is required.
  • Industry Knowledge: Experience in both the aviation and IT/Telecom sectors is crucial, ensuring familiarity with the specific challenges and demands of these industries.

Your Daily Responsibilities:

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

What We Offer:

SITA's workplace is characterized by diversity, with a workforce representing various countries and cultures. Colleagues with extensive experience collaborate with those who are just starting their careers. SITA is committed to continuous improvement, always striving to find better, smarter, and more efficient ways to serve our customers and their clients. We provide a comprehensive benefits package, including holidays, bonuses, flexible benefits, medical policies, pension plans, and access to world-class learning opportunities.