Senior Manager, Customer Success management

SITA Switzerland Sarl • Toronto, ON

1d • Hybrid

About The Position

As a Senior Customer Success Manager, your main goal is to ensure SITA customers achieve success with our solutions and view SITA as a trusted business partner. You will lead a team of Customer Operations Managers, driving the adoption of Customer Success best practices, maximizing product value, and supporting customer retention and advocacy. You’ll also build strong customer relationships and act as a point of escalation when needed. This role reports to the Head of Customer Success for the Americas and is part of the GEO Customer Success Team. Frequent Travel (around 30% of travel within the US and to Canada).

Requirements

• Bachelor’s degree in technology, Engineering, Telecom, Business or equivalent
• Experience of working in service operations under ITIL Service Management principles.
• ITIL Foundation Certification
• Fluency in English language
• Overall 12+ years of experience at a senior level with 5 years of customer facing experience delivering IT services to internal or external customers.
• Over 5+ years leading teams
• Extensive experience in leading discussions with customers at senior level
• Experience in a complex, multi-cultural, matrix management organization
• Experience of continuous service improvement methods
• Continuous Improvement & Digitalization
• Customer-Centric Thinking
• Self & Business Leadership

Nice To Haves

• Prior experience in Air Transport industry

Responsibilities

• Nurture a mindset of proactivity, urgency, and high standards for service quality within your team.
• Actively work on improving team engagement and performance.
• Develop strong relationships with customers and serve as their voice within SITA.
• Build partnerships with channel partners and SITA executive sponsors to drive product adoption and mitigate renewal risks.
• Ensure that all contractual commitments with customers are met.
• Maintain awareness of financial targets, monitor cost control, and promote a cost-conscious mindset within the team.
• Provide proactive, tactical, and innovative advice to customers.
• Ensure regular, insightful service reviews where the Customer Operations Manager shares data-driven insights and highlights operational strengths and differentiators.
• Own end-to-end operational escalation management and proactively address issues to prevent customer dissatisfaction.
• Partner with Sales to support renewals and successfully close expansion opportunities.
• Lead the Continual Service Improvement process with customers, including recommending service upgrades, identifying risks and improvement areas, and owning related action plans.
• Maintain in-depth knowledge of SITA products, services, features, and target markets through ongoing training.
• Collaborate with Sales and Bid teams to develop customer proposals, identifying local factors that may impact the operational model and associated costs.

Benefits

• Work from home up to 2 days/week (depending on your team’s needs)
• Make your workday suit your life and plans.
• Take up to 30 days a year to work from any location in the world.
• Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year.
• Champion Health – a personalized platform that supports a range of wellbeing needs.
• Level up your skills with our training platforms, including LinkedIn Learning!
• Competitive benefits that make sense with both your local market and employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior