Overview
Day in the Life of the Senior Account Manager: Own strategic relationships across a portfolio of enterprise airline accounts, with full responsibility for customer satisfaction, product adoption, renewals, expansion, and reference ability. Develop and maintain customer success plans outlining customer goals, success metrics, risks, and recommendations to drive value realization. Lead regular Executive Business Reviews and strategic engagements with senior airline stakeholders, providing insights and recommendations aligned to customer and PROS business outcomes. Serve as the primary escalation point and chief internal advocate for assigned customers, coordinating cross‑functional teams to resolve complex issues. Lead value‑based upsell and cross‑sell motions within existing accounts by identifying customer needs, positioning relevant PROS solutions, and partnering with Sales to drive commercial expansion. Build and deepen C‑level and business process owner relationships across customer organizations. Negotiate and manage commercial aspects of customer relationships, including invoicing, accounts receivable, renewals, and escalation scenarios. Maintain a strong understanding of PROS products, services, and go‑to‑market strategies, and articulate PROS’ differentiated value to customers. Anticipate and manage customer risks, developing mitigation strategies and securing internal alignment to protect and grow the account. Provide structured feedback from customers and the field into Product, Marketing, and GTM strategy evolution. Mentor and support AMs across execution, best practices, and customer strategy.
Responsibilities
- Own strategic relationships across a portfolio of enterprise airline accounts, with responsibility for customer satisfaction, product adoption, renewals, expansion, and reference ability.
- Develop and maintain customer success plans outlining goals, success metrics, risks, and recommendations to drive value realization.
- Lead Executive Business Reviews and strategic engagements with senior airline stakeholders, providing insights aligned to customer and PROS outcomes.
- Serve as primary escalation point and internal advocate, coordinating cross‑functional teams to resolve complex issues.
- Lead value‑based upsell and cross‑sell motions within existing accounts, identifying needs and partnering with Sales to drive expansion.
- Build and deepen C‑level and business process owner relationships across customer organizations.
- Negotiate and manage commercial aspects of customer relationships, including invoicing, AR, renewals, and escalation scenarios.
- Maintain understanding of PROS products, services, and GTM strategies, articulating differentiated value to customers.
- Anticipate and manage customer risks, developing mitigation strategies and securing internal alignment to protect and grow the account.
- Provide structured feedback from customers to Product, Marketing, and GTM strategy evolution.
- Mentor and support AMs across execution and customer strategy.
Qualifications
- Airline industry experience: 7+ years in a customer-facing role with airline customers, with understanding of airline business processes and priorities.
- Enterprise customer ownership: Experience independently managing customer accounts with responsibility for satisfaction, product adoption, retention, and long-term value realization.
- Strategic account ownership: Track record of managing and growing long-term relationships in strategic or high-value accounts.
- Experience driving upsell and cross-sell opportunities in partnership with Sales.
- Analytical and data-driven mindset: Ability to work with performance data, health metrics, KPIs, and insights to guide decisions.
- Technical and product fluency: Comfortable with sophisticated software products and explaining complex concepts.
- Executive-level communication: Excellent verbal and written communication with senior stakeholders.
- Cross-functional collaboration: Experience with Sales, Product, Engineering, Marketing, Support.
- Business acumen: Understanding of airline commercial priorities and alignment with revenue growth and adoption goals.
- Problem-solving and proactive approach: Ability to anticipate challenges and own issues in a fast-moving environment.
- Leadership influence: Experience mentoring junior AMs or leading initiatives.
Highly Preferred
- Exposure to AI-powered products, analytics platforms, or decision-support systems.
- Familiarity with revenue management, forecasting, optimization, or commercial analytics.
- Experience supporting global or multi-region customers.
- Background in enterprise SaaS, platform products, or data-intensive solutions.
- AI Fluency and Growth Mindset: Understanding core AI concepts and applying them ethically to enhance productivity and decision-making.
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