Senior Manager, Customer Operations

SITA Group; Sydney; Hybrid; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Flex Week

Flex Day

Flex-Location

Employee Wellbeing

Professional Development

Competitive Benefits

Job summary

SITA Group is seeking a Senior Manager Customer Operation to drive revenue growth, retention, and executive engagement within the Qantas account, focusing on Managed Network and related services across APAC. You will partner with Sales, Product, and Delivery to maximize customer value and revenue realization.

You will lead customer success initiatives, develop retention strategies, and establish executive relationships to align with revenue growth plans, while guiding service delivery and

Qualifications

• 12-15 years in Customer Success Management or similar roles in telecom, tech, or aviation.
• Proven track record in revenue growth, upsell, pipeline creation and senior stakeholder management.
• Experience leading customer success plans and adoption programs; proficient with Salesforce and ServiceNow.
• Strong analytical skills and 7+ years leadership experience.
• Ability to build high-performing teams and drive revenue growth.

Responsibilities

• Own customer revenue growth and retention for key accounts.
• Lead customer success plans and executive reviews with APAC CSO.
• Collaborate with Sales, Product and Delivery to accelerate value delivery.
• Establish executive-level relationships and account development plans.
• Oversee service delivery performance and continuous improvement.
• Prepare reports on customer metrics and knowledge management.

Skills

Customer Success Management

Executive Stakeholder Management

Commercial Negotiation

Data-Driven Decision Making

Customer Analytics

Education

Bachelor's degree in Business/IT/Related

ITIL Certification (optional)

CRM Tools Certification (Salesforce/ServiceNow)

Tools

Salesforce

ServiceNow

Job description

Overview

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

PURPOSE

Part of joint APAC GEO and CSO transformation strategy, this role of Senior Manager Customer Operation will assume ownership of the farming role, driving customer revenue & order book growth, retention, customer success objectives and executive engagement within Qantas account with a focus on Managed Network and related services.

Reporting to the APAC Director, Customer Success Operations, you will be part of the CSO organization, partnering with Sales, Product, and Delivery teams to maximize customer value while contributing to revenue growth.

KEY RESPONSIBILITIES

Farmer

• Drive revenue & order book growth by proactively identifying upsell, cross-sell, expansion, and commercial change request opportunities within existing customers.
• Build and maintain qualified sales funnel by proactively uncovering customer needs, business challenges, and digital transformation opportunities.
• Proactively pitch and lead Proof of Concepts (POCs) and customer innovation initiatives, working closely with Sales, Product, Portfolio and Delivery teams to demonstrate value and accelerate buying decisions.
• Proactively position SITA’s products, services, and solutions to customer stakeholders, increasing adoption and commercial engagement.
• Partner with Account Manager to convert opportunities into commercial proposals and ensure successful order closure and revenue realization.
• Develop retention strategies to improve satisfaction and renewals
• Establish executive-level customer relationships, conduct business reviews, and develop & execute account development plan aligned with expected revenue growth plan.
• NPS business contact nomination and participation

Additionally working hand in hand with the customer facing teams to oversee the servicer delivery and performance. Develop customer intimacy build knowledge of the customer and ensure this knowledge is shared and kept updated for all back-office functions. Maintain a deep understanding of the company’s products and services to provide accurate support. Stay updated on product updates features and common issues to assist customers effectively and ensure customer is kept at latest level of release Identify and manage customer change request. Continuous Improvement Analyse customer data and feedback to identify trends usage patterns and potential issues while tracking engagement and satisfaction metrics. Prepare reports on customer metrics and success initiatives while contributing to knowledge management resources like FAQs and training materials Support the implementation of tools and process improvements to enhance customer experience and service efficiency.

QUALIFICATIONS

EXPERIENCE

• 12-15 years of experience in Customer Success Management, Sales or Presales with a Telecommunications Service Provider, Account Management, or customer-facing roles within technology, services or aviation, industries.
• Proven track record in driving customer growth, upsell/cross-sell opportunities, pipeline creation, and revenue achievement. Strong experience managing strategic customer relationships and executive stakeholders.
• Experience leading customer success plans, adoption programs, and improvement initiatives. Proficiency with CRM and service management tools such as Salesforce (SFDC) and ServiceNow (SNOW).
• Strong analytical skills with experience using customer and business data to drive decisions.
• 7+ years of leadership experience managing teams, resources, and complex customer portfolios.
• Proven ability to build high-performing teams and deliver business objectives through coaching and accountability.
• Excellent communication, negotiation, and stakeholder management skills. Commercially driven with a customer-centric mindset.

KNOWLEDGE & SKILLS

• Customer Success & Account Growth Management
• Sales Farming, Upsell & Cross-sell Development
• Executive Stakeholder Management
• Customer Analytics & Business Acumen
• CRM & Service Management Platforms (Salesforce, ServiceNow)

PROFESSION COMPETENCIES

• Customer Success Planning & Value Realization
• Pipeline Creation & Opportunity Management
• Commercial Negotiation & Revenue Growth
• Service Review, Escalation & Risk Management
• Change Management & Continuous Improvement

CORE COMPETENCIES

• Strategic Leadership
• Customer Centricity
• Influencing & Relationship Building
• Data-Driven Decision Making
• Executive & Business Communication

EDUCATION & QUALIFICATIONS

• A bachelor's degree in a relevant field such as Business Administration Customer Service Information Technology or another related discipline.
• Certifications (Optional): Certifications such as ITIL (Information Technology Infrastructure Library) for process and service management roles or certifications in Customer Relationship Management (CRM) tools.

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. Find out what it's like to join our team and take a step closer to your best life ever.

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. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

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.

Salary / Compensation Note

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