Senior Customer Success Professional

4 semanas atrás


São Paulo, São Paulo, Brasil SITA Switzerland Sarl Tempo inteiro
Job Description

About the Role

We are seeking a highly skilled Senior Customer Success Specialist to join our team at SITA Switzerland Sarl. As a key member of our customer success team, you will be responsible for delivering exceptional service to our clients, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities

  1. Service Management: Manage Service Level Agreements (SLAs) and ensure all contracted/agreed service levels are met. Handle customer service requests promptly and professionally.
  2. Continual Process Improvement: Lead Continual Process Improvement (CPI) efforts, recommending service upgrades. Proactively monitor customer services, identifying risks and managing service improvement plans.
  3. Commercial Responsibilities: Review monthly CSM revenue and ensure accurate invoicing for related services. Contribute to the growth of SM and OOB revenue for additional services.

Requirements

  1. Education: Bachelor's in IT preferred; Telecom or Business experience considered.
  2. Certifications: SITA Service Management Certification Level 2 (ITIL Foundations) preferred. ITIL Service Management Certification per SGS standards.
  3. Skills: Fluent in English; additional languages are a plus. Strong communication skills (oral and written). Proficient in Microsoft Office (Word, Excel, PowerPoint, Visio) with willingness to learn new tools.

What We Offer

  • Flexibility: Work from home up to 2 days/week (depending on your Team's needs). Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments.
  • Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
  • Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning.

About SITA

SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.



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