وظيفة مدير نجاح العملاء لدى SITA في الرياض
Customer Success Manager (Arabic & English Languages is a Must)
🏢 SITA
تفاصيل الوظيفة
شركة SITA تبحث عن مدير نجاح عملاء (Customer Success Manager) في الرياض، السعودية. يجب أن يكون المتقدم ثنائي اللغة (العربية والإنجليزية) ويتمتع بخبرة واسعة في تقديم خدمات تقنية المعلومات لقطاعي الطيران والعملاء.
المهام والمسؤوليات
- تطوير شراكة قوية مع شركاء قنوات العملاء والجهات التنفيذية الراعية في SITA لتعزيز اعتماد المنتجات وتقليل مخاطر التجديد، والعمل كصوت العميل داخل الشركة.
- تقديم نصائح استباقية مبتكرة وذات طابع تكتيكي للعملاء.
- امتلاك إدارة التصعيد التشغيلي من البداية إلى النهاية، والتعامل مع التصعيد بشكل استباقي لمعالجة مشكلات عدم رضا العملاء في مرحلة مبكرة.
- التعاون مع فريق المبيعات للمساعدة في ضمان نجاح عمليات التجديد وتحديد فرص التوسع وإغلاقها.
- قيادة عملية التحسين المستمرة مع العميل، بما يشمل التوصيات بترقية الخدمات، ومراقبة خدمات SITA المقدمة للعملاء بشكل استباقي لتحديد مجالات التحسين والمخاطر، وإدارة خطط تحسين الخدمات المختلفة.
- الحفاظ على معرفة شاملة بمنتجات وخدمات وحلول SITA وخصائصها وأسواقها المستهدفة من خلال المشاركة في التدريبات الرسمية وغير الرسمية.
- إدارة موظفي خدمات العملاء الآخرين المعينين لدعم العميل.
- إدارة الموردين الخارجيين وفقاً لمواصفات العقود.
- المساهمة مع فرق المبيعات والعطاءات في تطوير مقترحات العملاء من خلال تحديد العوامل المحلية التي قد تؤثر على النموذج التشغيلي أو التكاليف الداخلية والخارجية ذات الصلة.
الشروط والمتطلبات
- درجة البكالوريوس في تقنية المعلومات أو الاتصالات أو ما يعادلها.
- خبرة لا تقل عن 7 سنوات في التعامل المباشر مع العملاء وتقديم خدمات تقنية المعلومات لعملاء داخليين أو خارجيين.
- خبرة لا تقل عن 5 سنوات في قطاع الطيران أو النقل الجوي.
- إجادة تامة للغتين العربية والإنجليزية (شرط أساسي).
- سجل مثبت في القيادة التشغيلية مع خبرة 8+ سنوات في إدارة الوظائف التي تتعامل مع العملاء، ويفضل أن تكون في بيئة SaaS أو تقنية، مع ضمان مستويات خدمة عالية وتميز تشغيلي.
- نجاح مثبت في إدارة العلاقات وأصحاب المصلحة، والقدرة على تعزيز شراكات داخلية وخارجية قوية لتحقيق رضا العملاء والاحتفاظ بهم عبر الفرق التشغيلية.
- خبرة في تأهيل وتدريب العملاء على استخدام المنتج أو الخدمة.
- خبرة في دفع نمو الأعمال عبر الرؤى التشغيلية، ودعم استراتيجيات البيع الإضافي والبيع المتبادل من خلال تحديد الاتجاهات ومواءمة الموارد.
- تنسيق المشاريع التشغيلية: القدرة على قيادة مبادرات متعددة وتنسيق فرق متعددة الوظائف نحو أهداف مشتركة.
- إجادة تحليل البيانات وإعداد التقارير التشغيلية، واستخدام بيانات العملاء ومقاييس الأداء لدفع التحسين المستمر وتحسين جودة الخدمة.
المهارات المطلوبة
- فهم عميق للاستراتيجيات التشغيلية في نجاح العملاء، والإلمام بأفضل الممارسات والعمليات التي تحسن تجربة العميل وكفاءة الفريق.
- القدرة على مواءمة الأنشطة التشغيلية مع أهداف العمل، وترجمة احتياجات العملاء إلى خطط قابلة للتنفيذ تضمن توافق تقديم الخدمة مع نتائج الأعمال.
- الإلمام بمؤشرات الأداء الرئيسية التشغيلية ومؤشرات نجاح العملاء مثل الالتزام بمستوى الخدمة (SLA)، زمن حل البلاغات، صافي نقاط الترويج (NPS)، رضا العملاء (CSAT)، ودرجات صحة العميل.
- كفاءة تقنية في التعامل مع المنتجات والأنظمة، والقدرة على استكشاف المشكلات الأساسية والعمل مع الفرق التقنية لحل التحديات المعقدة.
- تفكير تحليلي مع التركيز على حل المشكلات كهدف رئيسي.
- مهارات قوية في التواصل وإدارة أصحاب المصلحة، مع الثقة في تقديم العروض للقيادة والتنسيق مع الفرق متعددة الوظائف والحفاظ على الشفافية عبر وحدات الأعمال.
- مهارات ممتازة في حل المشكلات والتفكير النقدي لتحليل التحديات التشغيلية وتنفيذ حلول عملية قابلة للتطوير.
- قيادة الأفراد وبناء الثقة مع الفرق والعملاء من خلال التعاطف والتعاون والعقلية التي تركز على العميل أولاً.
- مهارات استثنائية في إدارة الوقت والتنظيم، والقدرة على الموازنة بين مسؤوليات متعددة والوفاء بالمواعيد النهائية والحفاظ على مستويات خدمة عالية.
- خبرة في بيئة إدارة مصفوفية معقدة متعددة الثقافات (ميزة إضافية).
- شهادة ITIL (ميزة إضافية).
المزايا
- أسبوع عمل مرن: العمل من المنزل حتى يومين أسبوعياً (حسب احتياجات الفريق).
- يوم عمل مرن: تكييف يوم العمل ليناسب حياتك وخططك.
- موقع عمل مرن: إمكانية العمل من أي مكان في العالم لمدة تصل إلى 30 يوماً في السنة.
- رفاهية الموظف: برنامج مساعدة الموظفين (EAP) لك ولأفراد أسرتك على مدار الساعة طوال أيام الأسبوع، بالإضافة إلى منصة Champion Health المخصصة لدعم احتياجات الرفاهية.
- التطوير المهني: بيئة تعليمية غنية توفر إمكانية الوصول إلى منصات عالمية مثل LinkedIn Learning وMicrosoft Enterprise Skills Initiative وغيرها، بالإضافة إلى حلول متخصصة مثل Pluralsight لرفع المهارات التقنية وHarvard Business Publishing للقيادة.
عرض النص الأصلي للإعلان
Overview
WELCOME TO SITA
At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.
You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward-we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.
Are you ready to love your job?
The adventure begins right here, with you, at SITA.
About The Role & Team
At SITA we believe in putting the customer at the center of everything we do. The primary objective of this role is to make SITA customers successful and seen as a business partner. Partnering with customers on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes. As a Customer Operations Specialist you would be responsible for executing against our promises ensuring that our customers are receiving the most value from their investment. Provide proactive input leveraging the capabilities of SITA product & services to ensure we can retain and expand the account revenue.
As a Customer Operations Specialist, it is also expected of you to engage in, manage and maintain any third-party contracts that SITA might have fulfilled their contract with the client.
What You’ll Do
WHAT WE OFFER
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)
⏰ Flex Day: Make your workday suit your life and plans.
🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
🚀 Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
WELCOME TO SITA
At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.
You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward-we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.
Are you ready to love your job?
The adventure begins right here, with you, at SITA.
About The Role & Team
At SITA we believe in putting the customer at the center of everything we do. The primary objective of this role is to make SITA customers successful and seen as a business partner. Partnering with customers on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes. As a Customer Operations Specialist you would be responsible for executing against our promises ensuring that our customers are receiving the most value from their investment. Provide proactive input leveraging the capabilities of SITA product & services to ensure we can retain and expand the account revenue.
As a Customer Operations Specialist, it is also expected of you to engage in, manage and maintain any third-party contracts that SITA might have fulfilled their contract with the client.
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.
- 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)
- 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.
- 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.
- 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.
- Experience in a complex multi-cultural matrix management organization
- ITIL Certification
WHAT WE OFFER
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)
⏰ Flex Day: Make your workday suit your life and plans.
🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
🚀 Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
المصدر: LinkedIn - أُضيفت للموقع في 23 يونيو 2026