Overview: **WELCOME TO**SITA** **Ready to redefine air travel? The journey starts here, with you at SITA.** **_ Please submit your resume written in English and not in Spanish. Thank you._** **ABOUT THE ROLE & TEAM**: The Senior Customer Success Advisor manages customer contract performance post-delivery, ensuring service quality and satisfaction. They support customer success plans and coordinate with account teams to monitor support performance. Acting as the customer advocate, they identify improvements and lead service-related interactions. The role aligns with ITIL practices, resolving issues efficiently while supporting retention and renewals. Daily collaboration spans across Field Services, Support, Sales, and other key teams. **WHAT YOU WILL DO** - Execute and own the Customer Success Plan, for Information Technology contracted products and services - Monitor service delivery performance and ensure contracted support levels are consistently met ensuring alignment with SLAs and ITIL practices - Serve as the customer’s primary operational contact, coordinating internal actions for issue resolution. - Conduct service reviews and provide detailed reporting to customers and internal stakeholders. - Oversee change and problem management, including escalations and coordination with technical teams. - Build strong customer relationships and share customer insights across internal functions. - Stay up to date on SITA’s products and services to support optimal customer adoption and use. - Drive continuous improvement by gathering customer feedback and engaging with product teams. - Support billing accuracy, contract renewals, and upselling opportunities with account teams. - Ensure smooth onboarding and long-term adoption for new customers. Qualifications: **ABOUT YOUR SKILLS** - Brings over 5 years of experience in customer service, including 2 years focused on customer relationship management. - Experience with Information Technology (IT) products and solutions - Hands-on experience with CRM systems and familiarity with ticketing systems. - Exposure to change management and problem management processes - Data Analytics - Technical Documentation & Writing - Advance English writing and spoken **WHAT WE OFFER** At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe: Flex Week: Work from home up to 2 days/week (depending on the needs of your team and your customers) - Flex Day: Shape your workday to suit your life and your plans. Flex-Location: Take up to 30 days a year to work from any location in the world. Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), available to you and your dependents 24/7, 365 days/year, and Champion Health - a personalized, proactive platform to support diverse wellbeing needs. Professional Development: Level up your skills with our training platforms, including LinkedIn Learning! Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.