Customer Operations Manager

SITA Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Introduction

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry. You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big? Job Summary

At SITA we believe in putting the customer at the center of everything we do. The primary objective of this role is to make SITA customers successful and seen as a business partner. Partnering with customers (up to VP level) on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes. Key Responsibilities

Define and execute a customer success plan that meets contractual performance objectives Developing and managing customer interactions across all touchpoints, to ensure a seamless and positive experience, which aligns with customer expectations and business objectives Conduct regular service reviews and prepare materials for executive-level presentations Monitor performance, escalate issues and follow up to resolution Manage customer requests, ensuring timely implementation and clear communication Analyse operational data to identify risks and improvement opportunities; lead service enhancement initiatives Maintain up-to-date knowledge of customer needs, product features and release updates Collaborate with Sales and Bid teams to identify and close renewal and expansion opportunities Align objectives and resources with business goals; report progress to senior management Requirements

Bachelor’s degree in business, IT or a related discipline 5-7 years of experience in a customer success role, preferably in the aviation or technology / services sector Proven ability to engage with senior stakeholders and present complex information clearly Strong analytical skills, with experience in data-driven decision making and process improvement Excellent verbal and written communication skills Certifications such as ITIL (Information Technology Infrastructure Library) for process and service management roles, or certifications in Customer Relationship Management (CRM) tools Proven experience in creating and driving customer improvement plans Familiarity with change and problem management processes Preferable to have experience in the aviation or ATI industry What We Offer

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Benefits include : Flex Week : Work from home up to 2 days / week (depending on your team's needs) Flex Day : Make your workday suit your life and plans. Flex-Location : Take up to 30 days a year to work from any location in the world. Employee Wellbeing : We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24 / 7, 365 days / year. Professional Development : Level up your skills with our training platforms, including LinkedIn Learning! Competitive Benefits : Competitive benefits that make sense with both your local market and employment status. SITA 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.

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