Senior Client Service Representative

About the role

SITA is seeking a Senior Client Service Representative to act as the primary post‑implementation contact for a portfolio of airline customers. Based in Dubai, you will help ensure customer satisfaction, drive adoption of SITA solutions, and support long‑term retention.

Key responsibilities

• Manage assigned airline accounts and serve as the main point of contact after implementation.
• Conduct Monthly Service Reviews and Quarterly Business Reviews to monitor health, adoption, and satisfaction.
• Develop Service Improvement Plans for at‑risk customers and coordinate escalations across product, support, operations, and commercial teams.
• Identify opportunities to increase customer value and solution adoption.
• Maintain executive and operational stakeholder relationships and act as the Voice of the Customer within SITA.
• 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.
• Proven experience in the aviation industry.
• Strong presentation, communication, and influencing abilities.
• Ability to work in a multicultural, matrix‑managed environment.
• Willingness to travel as needed for customer engagement.
• Bachelor’s degree in Business, Aviation, IT, Engineering, or a related field.

Required skills

• Basic AI literacy, including use of Microsoft Copilot and other AI productivity tools.