Job Description

At SITA FOR AIRCRAFT, we believe that embracing a digital shift will reinvent the operation of aircraft, flight and on-board experience. Our mission is to deliver our customers the promise of the connected aircraft, and power innovation with recognized expertise and future-proof solutions.

Our business comprises Unified Aircraft Communications, Digital Day-of-Operations applications, and Cabin Connectivity services.

Join us as we pursue what we see as a large market opportunity in front of us, making the aircraft, the flight and the passenger experience safer, more efficient and enjoyable.

What you will do
Based in Singapore as part of SITA FOR AIRCRAFT Customer Success team, your mission is to drive the success plan for assigned key accounts, in order to enhance revenue and deliver long-term value for both SITA FOR AIRCRAFT and your Customers, resulting in customer loyalty, retention and expansion.

Your aim is to develop and manage strategic relationships, drive product adoption, align our roadmap with the Customer's roadmap, manage upsells and cross-sells, increase positive word-of-mouth, and deliver successful outcomes for your Customers.

Working closely with all departments in SITA FOR AIRCRAFT, you will provide the best customer experience possible, through management of customer relationships, fundamental knowledge of the product portfolio and customer needs, reporting and expert guidance on solution usage, tracking key performance indicators, identifying opportunities and challenges from the way Customers engage with our solutions, and driving the organization to help resolve the challenges.

You always know and maintain absolute clarity on Customer status and ongoing actions tracked in your Key Account Success Plan. You are able to socialize your 360 expertise internally within the account team during the Key Account Reviews you organize. You ensure that Customer issues and requests are progressed in a timely manner and that SITA FOR AIRCRAFT contractual deliverables are constantly met. You also present product roadmaps, document and validate change requests, and keep track of all customer contractual documents.

You constantly measure and strive to improve the business performance of SITA FOR AIRCRAFT products and services. By tracking and reporting customer health KPIs, you manage revenue and profitability in a durable manner. You also analyze usage, provide reports and assist your Customers in optimizing their own costs and revenues. You always look out for new or alternate means to increase solution usage.

You develop and manage strategic relationships at all levels within the Customer organizations. You organize regular executive management meetings to review the overall account relationship and strategy. You prevent and manage crises through triage of emergencies, timely and structured internal and external communications and escalations. You do all this while always maintaining close contact with every department, to generate commitment toward the delivery of SITA FOR AIRCRAFT quality standards.

You identify and feedback opportunities for footprint growth: together with Sales, you target appropriate sponsors and position the SITA FOR AIRCRAFT value proposition. You scope product enhancements and new features, you provide full support to acquiring new business or renewing existing business, you can understand and prevent customer churn. You excel at developing a network of customer contacts at both working level and management level, through regular involvement and visits.

Finally, you are a Customer Success role model, continuously adhering to and promoting the SITA FOR AIRCRAFT values. You apply best-in-class methodologies and practices, are a Customer Success advocate, and propagate lessons learned. You identify, support and actively participate in internal initiatives such as process reviews, new product requests, or improvement in ways of working.

Qualifications

Who you are

• You have at least 8 years' experience in Customer Success, Account Management, Program Management or related field
• You are passionate about the Air Transport industry and / or the Telecommunications industry
• You have great business acumen and a strong sense of customer focus
• You think strategically and execute tactically: you can explain goals and influence with impact to achieve them
• You demonstrate leadership capabilities, an ability to federate stakeholders and generate global commitment toward the resolution of issues
• You can navigate complex organizations, interact effortlessly, communicate effectively with peers and senior management, nurture and grow a wide network of contacts
• You are analytic and pragmatic, with a strong emphasis on quality, and you like telling stories with data
• You are comfortable in front of the C-suite, talking about data-driven approaches and digital transformation
• You are proficient in Business English, with impeccable writing and presentation skills (MS Office required)
• You have a Master's degree or equivalent
• You are willing to travel internationally ~30% of your time.
• You have a highly-developed cultural sensitivity, and proven experience working in multi-country organizations and multi-disciplinary virtual teams
• You have in-depth understanding of commercial aviation, airline business and operational constraints, and an established network of ATI contacts
• You have good operational knowledge in IT and Telecommunications
• You have previous experience in Project Management, Sales or Customer Service
• You are familiar with typical Customer Success concepts such as success plans, success KPIs, and OKRs.
• You can speak additional languages
• You are conversant in data analytics tools such as Power BI
• You like keeping up-to-date about technology developments
• You are trained and certified in Project Management or ITIL.

What we offer
SITA's workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who've been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.

And we offer all the good stuff you'd expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.

Welcome to SITA
SITA is the world's leading specialist in air transport communications and information technology. We don't just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.

We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?

Submit your resume now through the online application tool, along with a couple of paragraphs on why you think you are the best fit for this role.

In case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero