Senior Client Service Representative

SITA; Delhi; Hybrid; INR 1,200,000 - 2,200,000; Full time

Benefits offered by this job

Flex Week

Flex Day

Flex Location

Employee Wellbeing

Professional Development

Competitive Benefits

Job summary

SITA is seeking a Customer Experience Manager to oversee a portfolio of airline customers, driving satisfaction, value realization, and long-term retention. You will advocate for customers, lead governance, and ensure adoption of SITA solutions across post-implementation teams.

The role requires managing executive relationships, tracking health metrics, and coordinating escalations with Product, Support, Operations, and Commercial units, while supporting renewals and success planning.

Qualifications

• Aviation industry experience is a prerequisite.
• Prior experience in Account Management, Customer Success, or a customer-facing role is required.
• Demonstrated ability to manage customer relationships, stakeholder engagement, and service governance.
• Basic AI literacy, including the use of Microsoft Copilot and other AI productivity tools.
• Strong presentation, communication, and influencing skills.
• Ability to operate in a multicultural and matrix-managed environment.
• Willingness to travel as required for customer engagement.
• Bachelor's degree in Business, Aviation, Information Technology, Engineering, or a related field.
• Minimum 5 years of experience in Customer Success, Account Management, Customer Experience Management, or other customer-facing roles.
• Previous experience working within the Aviation or Airline industry is mandatory.
• Strong stakeholder management and customer relationship skills.
• Experience managing strategic customer accounts and executive stakeholders.

Responsibilities

• Manage assigned customer accounts and act as the primary post-implementation contact.
• Conduct Monthly Service Reviews and Quarterly Business Reviews.
• Monitor customer health, adoption, satisfaction, and retention metrics.
• Drive Service Improvement Plans (SIPs) for at-risk customers.
• Coordinate customer escalations across Product, Support, Operations, and Commercial teams.
• Identify opportunities to maximize customer value and solution adoption.
• Develop and maintain executive and operational stakeholder relationships.
• Act as the Voice of the Customer within SITA.
• Support contract governance, renewals, and customer success planning.

Skills

Aviation industry experience

Account Management

Customer Success

Customer Experience

Stakeholder management

AI literacy

Presentation skills

Communication skills

Multicultural/matrix environment

Travel readiness

Education

Bachelor's degree in Business, Aviation, IT, Engineering

Tools

Microsoft Copilot

Job description

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.

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.

About The Role & Team

The Customer Experience Manager (CXM) is responsible for managing a portfolio of airline customers, ensuring customer satisfaction, value realization, service governance, adoption of SITA solutions, and long-term customer retention. The role acts as the primary customer advocate, driving business outcomes through proactive customer engagement and strategic relationship management.

What You’ll Do

• Manage assigned customer accounts and act as the primary post-implementation contact.
• Conduct Monthly Service Reviews and Quarterly Business Reviews.
• Monitor customer health, adoption, satisfaction, and retention metrics.
• Drive Service Improvement Plans (SIPs) for at-risk customers.
• Coordinate customer escalations across Product, Support, Operations, and Commercial teams.
• Identify opportunities to maximize customer value and solution adoption.
• Develop and maintain executive and operational stakeholder relationships.
• Act as the Voice of the Customer within SITA.
• Support contract governance, renewals, and customer success planning.

Qualifications

ABOUT YOUR SKILLS

• Aviation industry experience is a prerequisite.
• Prior experience in Account Management, Customer Success, Customer Experience, or a customer-facing role is required.
• Demonstrated ability to manage customer relationships, stakeholder engagement, and service governance.
• Basic AI literacy, including the use of Microsoft Copilot and other AI productivity tools.
• Strong presentation, communication, and influencing skills.
• Ability to operate in a multicultural and matrix-managed environment.
• Willingness to travel as required for customer engagement.
• Bachelor's degree in Business, Aviation, Information Technology, Engineering, or a related field.
• Minimum 5 years of experience in Customer Success, Account Management, Customer Experience Management, or other customer-facing roles.
• Previous experience working within the Aviation or Airline industry is mandatory.
• Strong stakeholder management and customer relationship skills.
• Experience managing strategic customer accounts and executive stakeholders.

Language Requirements

• Ability to speak,read, write in Arabic.
• Fluent spoken and written English.
• Ability to converse professionally in French is highly desirable

Digital & AI Skills

• Basic understanding of Artificial Intelligence concepts and business applications.
• Experience using Microsoft Copilot or similar AI-powered productivity tools.
• Ability to leverage AI tools for reporting, analysis, customer communications, and productivity improvements.

Key Competencies

• Customer Relationship Management
• Account Management
• Customer Success & Retention
• Executive Communication
• Service Governance
• Commercial Awareness
• Problem Solving & Escalation Management
• Data Analysis & Reporting
• AI & Digital Adoption

What We Offer

• 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.

Salary / Compensation Note

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