Senior Client Service Representative – Customer Experience Manager

About the role

SITA is seeking a Senior Client Service Representative to act as the Customer Experience Manager for a portfolio of airline customers. You will be the primary post‑implementation contact, ensuring satisfaction, adoption of SITA solutions, and long‑term retention while representing the customer’s voice within the company.

Key responsibilities

• Manage assigned airline accounts and serve as the main post‑implementation liaison.
• Conduct Monthly Service Reviews and Quarterly Business Reviews.
• Monitor customer health, adoption, satisfaction, and retention metrics.
• Develop and execute Service Improvement Plans for at‑risk customers.
• Coordinate escalations across Product, Support, Operations, and Commercial teams.
• Identify opportunities to maximize customer value and solution adoption.
• Maintain executive and operational stakeholder relationships.
• Support contract governance, renewals, and customer success planning.

Required profile

• Minimum 5 years of experience in Customer Success, Account Management, or related customer‑facing roles.
• Aviation industry experience is mandatory.
• Bachelor’s degree in Business, Aviation, IT, Engineering, or a related field.
• Willingness to travel for customer engagements.
• Ability to work in a multicultural, matrix‑managed environment.

Required skills

• Basic AI literacy, including use of Microsoft Copilot and other AI productivity tools.
• Strong presentation, communication, and influencing abilities.