At a Glance
- Tasks: Manage strategic relationships with airline accounts and drive customer success.
- Company: Leading tech firm focused on AI solutions for the airline industry.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a strong emphasis on innovation and AI integration.
- Why this job: Join a dynamic team and make a real impact in the airline sector.
- Qualifications: 7+ years in account management with a focus on airline customers.
The predicted salary is between 60000 - 80000 £ per year.
Responsibilities
- 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.
- Understand core AI concepts and apply them ethically to enhance productivity, insights, and decision‑making.
- Craft effective prompts to optimize the quality and relevance of AI‑generated outputs.
- Explore and apply agentic AI systems, using or managing autonomous agents to streamline workflows and automate tasks.
- Leverage AI tools to boost efficiency, creativity, and innovation in their daily work.
- Stay curious and adaptable, continuously experimenting with AI‑driven solutions to elevate team performance and customer impact.
Qualifications
- Airline industry experience: 7+ years of experience working with airline customers in a customer‑facing role (Account Management, Customer Success, 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.
- Strategic account ownership: Proven track record of managing and growing long‑term customer relationships, including driving satisfaction, retention, and expansion within strategic or high‑value accounts.
- Demonstrated experience driving upsell and cross‑sell opportunities within existing customers through consultative, value‑based selling in partnership with Sales teams.
- Analytical & data‑driven mindset: Strong ability to work with customer performance data, health metrics, KPIs, and insights to guide decisions, identify risks, and uncover growth opportunities.
- Technical and product fluency: Comfort working with sophisticated software products and data‑driven platforms, and the ability to understand and explain technically complex concepts to customers.
- Executive‑level communication: Excellent verbal and written communication skills, with the ability to engage senior customer stakeholders and clearly articulate value, outcomes, and recommendations.
- Cross‑functional collaboration: Experience working closely with Sales, Product, Engineering, Marketing, and Support teams to advocate for customer needs and drive successful outcomes.
- Business acumen: Strong understanding of airline commercial priorities and the ability to align customer success activities with broader business goals, including revenue growth, adoption, and customer value realization.
- Problem‑solving & proactive approach: Demonstrated ability to anticipate customer challenges, respond thoughtfully to issues, and take ownership in a fast‑moving, changing environment.
- Leadership influence: Experience mentoring junior AMs, leading initiatives, or acting as a senior point of reference within the Account Management organization.
Preferred Qualifications
- 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.
Senior Account Manager employer: PROS, Inc.
As a Senior Account Manager at PROS, you will thrive in a dynamic and innovative environment that prioritises employee growth and collaboration. With a strong focus on the airline industry, we offer competitive benefits, a culture of mentorship, and opportunities to work with cutting-edge AI technologies, ensuring that you can make a meaningful impact while advancing your career. Join us in a location that fosters creativity and strategic thinking, where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Account Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PROS, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PROS, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Account Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PROS, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at PROS, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PROS, Inc.!
How to prepare for a job interview at PROS, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
