Customer Success Manager
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Key skills for this role
About the Role
WHAT YOU LL DO Develop a strong partnership with customer channel partners and SITA executive sponsors to drive product adoption and mitigate risk to renewal. Serve as the voice.
Key Skills for This Role
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What You Ll Do
- Develop a strong partnership with customer channel partners and SITA executive sponsors to drive product adoption and mitigate risk to renewal.
- Serve as the voice of the customer within SITA.
- Provide proactive tactical innovative advice to customers.
- Owns End-to-End Operational Escalation management and proactively manage escalation to ensure customer dissatisfaction issues are addressed at an early phase.
- Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.
- Lead the Continual Process Improvement process with the customer including recommendations for service upgrades and proactively monitor SITA customer services identify improvement and risk areas and own the various service improvement plans.
- Maintain thorough knowledge of SITA products/services features and target markets by participating in formal and informal training.
- Manage other client service staff assigned to support the customer.
- Manage third party supplier/s according to contract specifications.
- Contribute with Sales and Bid teams to developing customer proposals by identifying any local factors that may impact on the operational model and/or associated internal and external costs.
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