Customer Success Senior Consultant

Overview

WELCOME TO SITA

AtSITA, 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 79% of 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

We are looking for a Customer Success Senior Consultant to join our global Customer Experience Management team in Barcelona. The Customer Experience Management team works closely with the business to manage customer’s satisfaction, ensure all customer feedback is addressed while improving and developing customer loyalty. Reporting to the Regional Customer Experience Senior Manager, you will be a part of an international team responsible for customer experience service with regards to SITA products and services in the Europe region (addressing airlines, avionics manufacturers, resellers, and Air Navigation Service Providers customers).

WHAT YOU'LL DO

Nurture the Customer Relationship : Manage the customer account and act as the primary trusted advisor for a portfolio of strategic customers, including airlines, Air Navigation Service Providers (ANSPs), and Original Equipment Manufacturers (OEMs), building strong relationships across operational, technical, and executive stakeholders. Drive Customer Success & Value Realization : Understand each customer's business objectives and operational priorities, developing success plans that maximize the value and outcomes achieved from SITA solutions. Champion the Customer : Serve as the voice of the customer within SITA, advocating for customer needs, priorities, and feedback to influence product development, service improvements, and strategic decision‑making. Enhance Customer

Experience:
Proactively monitor customer health, satisfaction, adoption, and engagement, identifying risks and opportunities to strengthen customer loyalty, retention, and advocacy. Lead Service & Partnership Performance Reviews : Facilitate regular service reviews, providing insights, performance updates, improvement recommendations, and strategic guidance aligned with customer goals. Drive Adoption & Customer Growth : Partner with customers to increase solution adoption, promote best practices, identify additional use cases, and support opportunities for business expansion and long‑term partnership growth. Support Operational Transformation : Work with customers to identify opportunities for operational improvement through technology adoption, process optimization, automation, predictive analytics, AI‑enabled capabilities, and data‑driven decision‑making. Manage Customer Escalations & Resolution : Act as a customer advocate during critical issues, coordinating cross‑functional teams to ensure timely resolution, clear communication, and positive customer outcomes. Measure & Improve Customer Satisfaction : Lead customer feedback programs, analyze customer sentiment and survey results, develop improvement plans, and drive actions that enhance the overall customer experience. Lead Cross‑Functional Customer Success Initiatives : Bring together stakeholders across Sales, Product, Service Management, Operations, Engineering, and Support to execute customer success plans, drive adoption, address risks, support operational transformation initiatives, and ensure customers realize measurable business value from their investment in SITA solutions. Provide Customer Insights & Analytics : Deliver meaningful customer reporting, trend analysis, adoption metrics, and performance insights that support continuous improvement and informed decision‑making. Facilitate Customer Workshops : Lead customer engagements and workshops to understand evolving business requirements, validate needs, identify improvement opportunities, and align solutions with customer objectives. Coordinate Customer Enablement & Training : Ensure customers have access to the appropriate training, knowledge, and resources required to achieve successful adoption and long‑term value from SITA products and services. Collaborate Across Functions : Partner with Sales, Product Management, Service Management, Operations, and Engineering teams to deliver exceptional customer experience and support customer success objectives. Support Commercial & Renewal Activities : Contribute to account planning, renewal strategies, customer retention initiatives, and growth opportunities by maintaining a deep understanding of customer business