Manager Customer Success Operations(Arabic & English Languages is a Must)

About SITA

At SITA, we are the driving force behind seamless global air travel, ensuring airports remain operational, airlines operate efficiently, and borders stay accessible. Our cutting-edge technology and communication solutions underpin the success of the international air transport industry, with a presence in 95% of international airports worldwide. Collaborating with over 2,500 transportation and government clients, we tackle unique challenges by delivering innovative solutions and advanced technology to maintain flawless operations. Recognized as a Great Place to Work® and certified across many of our expanding locations, we empower our employees to thrive in a supportive and inspiring environment. If you’re seeking a role where your contributions truly matter, SITA offers the perfect platform to grow and excel.

Role Overview & Team Dynamics

This pivotal role is centered on customer success, ensuring that SITA’s clients achieve their strategic objectives through our service management solutions. As a Manager Customer Success Operations, you will serve as a trusted business partner, responsible for executing commitments to maximize customer value and investment. Your role will involve proactively identifying opportunities to retain and expand account revenue by leveraging SITA’s product and service capabilities. Additionally, you will engage with third-party contracts to ensure seamless fulfillment of obligations to our clients.

Key Responsibilities

• Customer Partnership & Advocacy: Develop and nurture strong relationships with customer channel partners and SITA executive sponsors to drive product adoption, mitigate risks, and ensure successful renewals. Act as the voice of the customer within SITA, advocating for their needs and concerns.
• Strategic & Tactical Guidance: Provide proactive, innovative advice to customers to enhance their operational efficiency and business outcomes. Own end-to-end operational escalation management, addressing customer dissatisfaction issues at an early stage to prevent escalation.
• Collaboration & Growth: Partner closely with the Sales team to identify and capitalize on renewal and expansion opportunities. Lead continual process improvement initiatives, recommending service upgrades and monitoring SITA’s customer services to identify areas for enhancement and risk mitigation.
• Knowledge & Training: Maintain a deep understanding of SITA’s products and services, as well as their target markets, through formal and informal training programs. Stay updated on industry trends and best practices to provide informed recommendations.
• Team & Supplier Management: Oversee other client service staff assigned to support the customer, ensuring high standards of service delivery. Manage third-party suppliers in accordance with contract specifications to uphold service quality and compliance.
• Proposal Development: Contribute to Sales and Bid teams by identifying local factors that may impact operational models, associated costs, or service delivery. Provide insights to enhance proposal accuracy and competitiveness.

Your Background & Qualifications

To thrive in this role, you will bring a blend of technical expertise, operational leadership, and exceptional interpersonal skills. We are seeking a candidate with the following qualifications:

• A Bachelor’s degree in Information Technology, Telecommunications, or an equivalent field.
• Minimum of 7 years of customer-facing experience in delivering IT services to internal or external clients.
• Over 5 years of experience in the airline or air transport industry, with a deep understanding of its unique challenges and opportunities.
• Fluency in both Arabic and English, with the ability to communicate effectively in both languages.
• Proven track record in operational leadership, with at least 8 years of experience in managing customer-facing functions within a SaaS or tech-driven environment.
• Strong relationship and stakeholder management skills, with a proven ability to foster partnerships that drive customer satisfaction and retention.
• Experience in onboarding and training customers, guiding them through initial setup and ongoing product or service utilization.
• Demonstrated success in driving business growth through operational insights, supporting upselling and cross-selling strategies by identifying trends and aligning resources.
• Ability to lead multiple initiatives and coordinate operational projects, even without formal project management certification.

Why Join SITA?

As a Manager Customer Success Operations, you will play a critical role in shaping the success of SITA’s global clientele while advancing your own career in a dynamic and innovative environment. This role offers the opportunity to work with industry-leading technology, collaborate with a diverse and talented team, and contribute to the growth of a company that powers the world’s air travel infrastructure. If you are passionate about customer success, operational excellence, and driving business outcomes, we invite you to apply and become a part of our mission to keep the world moving.