Customer Success Manager (Arabic & English Languages is a Must)

Overview

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About The Role & Team

What You’Ll Do

• Develop a strong partnership with customer channel partners and SITA executive sponsors to drive product adoption and mitigate risk to renewal. Serve as the voice of the customer within SITA.
• Provide proactive tactical innovative advice to customers.
• Owns End-to-End Operational Escalation management and proactively manage escalation to ensure customer dissatisfaction issues are addressed at an early phase.
• Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.
• Lead the Continual Process Improvement process with the customer including recommendations for service upgrades and proactively monitor SITA customer services identify improvement and risk areas and own the various service improvement plans.
• Maintain thorough knowledge of SITA products/services features and target markets by participating in formal and informal training.
• Manage other client service staff assigned to support the customer.
• Manage third party supplier/s according to contract specifications.
• Contribute with Sales and Bid teams to developing customer proposals by identifying any local factors that may impact on the operational model and/or associated internal and external costs.

About You

• Bachelor’s degree in IT, Telecom, or equivalent
• 7+ years of customer facing experience delivering IT services to internal or external customers
• 5+ years of experience in Airline / Air Transport industry
• Bilingual in Arabic and English (both required)
• **EXPERIENCE:*** **Proven track record in operational leadership** with 8+ years in managing customer-facing functions, ideally within a SaaS or tech-driven environment, ensuring high service levels and operational excellence.
• **Demonstrated success in relationship and stakeholder management**: Skilled at fostering strong internal and external partnerships to drive customer satisfaction and retention across operational teams.
• **Experience with onboarding and training customers**: Ability to guide customers through the initial setup and ongoing use of a product or service.
• **Experienced in driving business growth through operational insights**: Able to support upselling and cross-sell strategies by identifying trends and aligning resources accordingly.
• **Operational project coordination**: While formal project management certification is not essential, being able to lead multiple initiatives and coordinate cross-functional teams toward shared objectives.
• **Proficient in data analysis and operational reporting**: Uses customer data and performance metrics to drive continuous improvement and optimize delivery service.
• **KNOWLEDGE:*** **Deep understanding of operational strategies in customer success**: Well-versed in best practices and processes that improve customer experience and team efficiency.
• **Ability to align operational activities with business goals**: Strong focus on translating customer needs into actionable plans, ensuring service delivery aligns with business outcomes.
• **Familiarity with operational and customer success KPIs** such as SLA adherence, case resolution time, key metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Health Scores
• **Technically competent with products and systems**: Able to troubleshoot basic issues and work closely with technical teams to address more complex challenges.
• **Analytic thinking** with problem solving as primary outcome.
• **SKILLS:*** **Strong communication and stakeholder management**: Confident in presenting to leadership, coordinating with cross-functional teams, and maintaining transparency across business units.
• **Excellent problem-solving and critical thinking**: Capable of analyzing operational challenges and implementing practical, scalable solutions.
• **People leadership and team engagement**: Builds trust with teams and customers alike through empathy, collaboration, and a customer-first mindset.
• **Exceptional time management and organizational ability**: Excels in balancing multiple responsibilities, meeting deadlines, and maintaining high service standards.

Nice-To-Have

• Experience in a complex multi-cultural matrix management organization
• ITIL Certification

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