Customer Success Manager/ Responsable de La
4 weeks ago
Aperçu:
Chez SITA, nous croyons qu'il faut placer le client au centre de tout ce que nous faisons.
L'objectif principal de ce rôle est d'assurer la réussite des clients de SITA et de les considérer comme des partenaires commerciaux. Il s'agit de travailler en partenariat avec les clients sur les solutions de gestion des services de SITA qui aideront nos clients à atteindre leurs objectifs commerciaux et leurs résultats.
En tant que "Customer Success Manager", vous serez responsable de l'exécution de nos promesses en vous assurant que nos clients reçoivent la plus grande valeur de leur investissement. Vous fournirez des informations proactives en tirant parti des capacités des produits et services SITA afin de vous assurer que nous pouvons conserver et développer les revenus du compte.
**_ Vos responsabilités:_**
- Développer un partenariat solide avec les partenaires de distribution des clients pour favoriser l'adoption des produits et réduire le risque de renouvellement. Vous serez la voix du client au sein de SITA.
- Vous êtes le premier contact pour l'interaction entre les clients et SITA pour les problèmes de performance de service.
- Superviser les opérations et activités informatiques quotidiennes des clients assignés.
- Il est responsable de la gestion des escalades opérationnelles de bout en bout et gère de manière proactive les escalades afin de s'assurer que les problèmes d'insatisfaction des clients sont traités à un stade précoce.
- Fournir des conseils tactiques innovants et proactifs aux clients.
- Diriger le processus d'amélioration continue des processus avec le client, y compris les recommandations pour les mises à niveau des services et surveiller de manière proactive les services à la clientèle de SITA, identifier les domaines d'amélioration et de risque et gérer les divers plans d'amélioration des services.
- Maintenir une connaissance approfondie des caractéristiques des produits/services SITA et des marchés cibles en participant à des formations formelles et informelles.
- Travailler en partenariat avec les ventes pour s'assurer que les renouvellements et les opportunités d'expansion sont identifiés et clôturés avec succès.
- Vous êtes responsable du renouvellement des contrats et contribuez activement avec les équipes de vente et de soumission à l'élaboration des propositions des clients en identifiant tous les facteurs locaux susceptibles d'avoir un impact sur le modèle opérationnel et/ou les coûts internes et externes associés.
Qualification:
**_ Vous possédez:_**
- Expérience générale à un niveau supérieur avec 5 ans d'expérience en contact avec les clients pour fournir des services informatiques à des clients internes ou externes.
- à des clients internes ou externes
- Expérience étendue dans la conduite de discussions avec des clients au niveau de la direction générale ou de la direction intermédiaire.
- 5 ans d'expérience dans l'industrie du transport aérien (de préférence)
- Expérience dans une organisation matricielle multiculturelle complexe
- Expérience des méthodes d'amélioration continue des services
- Solide expérience en informatique (réseau) (de préférence)
- Baccalauréat en informatique, télécommunications ou commerce ou équivalent
- Certification de gestion des services SITA niveau 2
- Certification de gestion des services ITIL selon les normes SGS
- En fonction de l'étendue de la solution de chaque client, des certifications spécifiques et une formation interne sont requises.
**_ Ce que nous offrons:_**
Le lieu de travail de SITA est synonyme de diversité : de nombreux pays et cultures différents sont représentés dans notre personnel, et les collègues qui travaillent ici depuis des décennies collaborent avec ceux qui viennent de sortir de l'université et qui sont au début de leur carrière. SITA est un lieu de changement et d'amélioration constante, où nous nous efforçons toujours de trouver de meilleures façons de faire les choses : plus intelligentes, plus rapides, plus faciles, pour nous et nos clients, mais aussi pour leurs clients.
Et nous offrons toutes les bonnes choses auxquelles vous vous attendez, comme des vacances, des primes, des avantages flexibles, une politique médicale, un plan de pension et l'accès à une formation de niveau international.
**_Bienvenue chez SITA:_**
SITA est le premier spécialiste mondial des communications et des technologies de l'information dans le domaine du transport aérien. Nous ne nous contentons pas de connecter l'industrie aéronautique mondiale. Nous appliquons des décennies d'expérience et d'expertise pour répondre à la quasi-totalité des processus commerciaux, opérationnels, de gestion des bagages et des passagers du transport aérien.
Nous concevons, construisons et soutenons des solutions technologiques dans le but de faciliter le transport aérien à chaque étape. En tant qu'organisation, nous couvrons 95 % d
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