Customer Success Senior Consultant

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 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 customers’ 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 drivers and objectives.
• Deputize for the Regional Customer Experience Senior Manager: Provide leadership support and continuity as required, representing the Customer Experience organization in internal and customer-facing engagements.
• Represent SITA at Customer and Industry Events: Travel to customer sites, industry forums, and business meetings to strengthen relationships, gather market insights, and promote customer success outcomes ABOUT YOUR SKILLS

Aviation Operations Expertise

• Experience in airline operations, network operations, operational control centers (OCC), flight operations, airport operations, or airspace management environments.
• Understanding of airline operational workflows, disruption management, operational decision-making processes, and network planning concepts.

• Familiarity with Air Navigation Service Providers (ANSPs), Air Traffic Management (ATM), and collaborative decision-making processes within the aviation ecosystem. Industry Domain Knowledge

• Knowledge of airline operational systems, aircraft connectivity services, flight planning solutions, or mission-critical aviation technology platforms.

• Ability to engage credibly with airline operations managers, OCC teams, network planners, and airspace stakeholders to translate operational challenges into business outcomes. Technical \& Analytical Capability

• Strong analytical mindset with experience interpreting operational performance data, trends, and service metrics to drive customer value and continuous improvement.

• Experience supporting technology adoption, digital transformation initiatives, or operational system deployments within aviation or telecommunications environments.
• Understanding of data-driven decision support tools, predictive analytics, AI-enabled solutions, or operational optimization technologies is highly desirable.

Qualifications: WHO YOU ARE

• Experienced professional with 2–6 years' experience in Customer Success, Customer Experience, Account Management, or Customer Relationship Management, preferably within Aviation, Airlines, Telecommunications, or Satellite Communications.
• Customer-focused relationship with a proven ability to understand customer needs, build trusted partnerships, and drive customer satisfaction, adoption, retention, and business outcomes.
• Strong communicator and influencer with excellent presentation and stakeholder management skills, capable of engaging confidently with customers and senior executives.
• Collaborative and proactive problem solver, experienced working across global, cross-functional, and multicultural teams to deliver customer success.
• Data-driven and analytical, able to translate complex data and performance metrics into actionable insights and recommendations.
• Fast learner with strong business and technical acumen, able to quickly understand complex technologies, products, services, and operational environments.
• Technology proficient, with advanced Excel and strong Microsoft Office skills, as well as experience with collaboration, reporting, and web-conferencing tools.
• Languages: Fluent in English; additional languages are an advantage. 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 Eurostaffs 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.