Day in the Life of the Account Manager:

Manage a portfolio of airline customer accounts, maintaining responsibility for customer satisfaction, product adoption, retention, and ongoing value realization.

• Develop and maintain customer success plans outlining customer objectives, success metrics, usage goals, and potential risks.
• Conduct regular customer meetings and business reviews with assigned stakeholders to assess progress, address challenges, and ensure continued success with PROS solutions.
• Monitor customer health indicators, product usage, and engagement data, proactively identifying risks and opportunities for improvement.
• Facilitate customer adoption of PROS solution capabilities by promoting best practices, new features, and relevant use cases aligned with customer business needs.
• Act as the primary point of contact for assigned accounts, coordinating internally to resolve issues, manage escalations at the appropriate level, and maintain customer confidence.
• Identify opportunities to expand product usage and value realization within assigned accounts, and support renewal discussions through data, insights, and customer feedback.
• 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.
• Maintain a strong working knowledge of PROS products and services applicable to assigned customers.
• Ensure customers are informed about product updates, release processes, and available self-service tools to enable effective product usage.
• Maintain accurate account documentation, activity tracking, and notes in CRM and internal systems.
• Communicate customer feedback, risks, and insights internally to support continuous improvement across Product, Support, and Commercial teams.

Required Qualifications - About you:

• Airline industry experience: 5+ years of experience working with airline customers in a customer-facing role (Customer Success, Account Management, Operations, Consulting, or similar), with a solid understanding of airline business processes, stakeholder structures, and commercial priorities.
• Enterprise customer ownership: Experience independently managing customer accounts, taking responsibility for customer satisfaction, product adoption, retention, and long-term value realization within assigned accounts.
• Customer relationship management: Proven ability to build and maintain strong relationships with customer stakeholders, manage ongoing engagement, and act as the primary point of contact for day-to-day collaboration.
• Demonstrated experience driving upsell and cross-sell opportunities within existing customers through consultative, value-based selling in partnership with Sales teams.
• Analytical & data-aware mindset: Comfort working with customer usage data, performance reports, KPIs, and health indicators to assess customer status, identify risks, and support informed decision-making.
• Technical and product understanding: Ability to understand and explain software products, workflows, and solution capabilities relevant to airline customers, and to translate product functionality into business value.
• Clear and confident communication: Strong verbal and written communication skills, with the ability to explain complex topics clearly to customer stakeholders and align expectations around outcomes and next steps.
• Cross-functional collaboration: Experience working with internal teams such as Sales, Support, Product, Engineering, or Marketing to resolve customer issues and deliver a consistent customer experience.
• Problem-solving & ownership mindset: Ability to identify customer challenges, coordinate resolutions, follow through with internal teams, and maintain accountability for outcomes.
• Business awareness: Understanding of airline commercial objectives and the ability to align customer activities with adoption, value realization, and account stability.