Customer Success Manager; Arabic & English Languages

Overview

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.

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.

• 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)
• Applicants must be Saudi nationals to be considered for this position.

• 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
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  Ability to guide customers through the initial setup and ongoing use of a product or service.
• Experienced in driving business growth through operational insights
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  Able to support upselling and cross‑sell strategies by identifying trends and aligning resources accordingly.
• Operational project coordination
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  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…