Day in the Life of the Senior Account Manager:
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Own strategic relationships across a portfolio of enterprise airline accounts, with full responsibility for customer satisfaction, product adoption, renewals, expansion, and reference ability.
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Develop and maintain customer success plans outlining customer goals, success metrics, risks, and recommendations to drive value realization.
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Lead regular Executive Business Reviews and strategic engagements with senior airline stakeholders, providing insights and recommendations aligned to customer and PROS business outcomes.
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Serve as the primary escalation point and chief internal advocate for assigned customers, coordinating cross‑functional teams to resolve complex issues.
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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.
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Build and deepen C‑level and business process owner relationships across customer organizations.
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Negotiate and manage commercial aspects of customer relationships, including invoicing, accounts receivable, renewals, and escalation scenarios.
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Maintain a strong understanding of PROS products, services, and go‑to‑market strategies, and articulate PROS’ differentiated value to customers.
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Anticipate and manage customer risks, developing mitigation strategies and securing internal alignment to protect and grow the account.
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Provide structured feedback from customers and the field into Product, Marketing, and GTM strategy evolution.
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Mentor and support AMs across execution, best practices, and customer strategy.
Required Qualifications - About you:
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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.
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Enterprise customer ownership: Experience independently managing customer accounts, taking responsibility for customer satisfaction, product adoption, retention, and long‑term value realization within assigned accounts.
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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.
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Demonstrated experience driving upsell and cross‑sell opportunities within existing customers through consultative, value‑based selling in partnership with Sales teams.
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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.
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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.
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Executive‑level communication: Excellent verbal and written communication skills, with the ability to engage senior customer stakeholders and clearly articulate value, outcomes, and recommendations.
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Cross‑functional collaboration: Experience working closely with Sales, Product, Engineering, Marketing, and Support teams to advocate for customer needs and drive successful outcomes.
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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.
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Problem‑solving & proactive approach: Demonstrated ability to anticipate customer challenges, respond thoughtfully to issues, and take ownership in a fast‑moving, changing environment.
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Leadership influence: Experience mentoring junior AMs, leading initiatives, or acting as a senior point of reference within the Account Management organization.
Highly Preferred:
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Exposure to AI‑powered products, analytics platforms, or decision‑support systems.
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Familiarity with revenue management, forecasting, optimization, or commercial analytics.
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Experience supporting global or multi‑region customers.
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Background in enterprise SaaS, platform products, or data‑intensive solutions.
AI Fluency & Growth Mindset- We welcome candidates who:
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Understand core AI concepts and apply them ethically to enhance productivity, insights, and decision-making.
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Craft effective prompts to optimize the quality and relevance of AI-generated outputs.
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Explore and apply agentic AI systems, using or managing autonomous agents to streamline workflows and automate tasks.
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Leverage AI tools to boost efficiency, creativity, and innovation in their daily work.
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Stay curious and adaptable, continuously experimenting with AI-driven solutions to elevate team performance and customer impact.
Why Join PROS?
PROS culture and its extraordinary people are at the core of our success. We are passionate about what we do and relentless in delivering on our promises.
Our commitment to customer success inspires us to think smarter and dream bigger, empowering airlines to achieve more than they ever imagined through intelligent offer and revenue optimization.
At PROS, we foster a culture of care, where people feel supported to grow, innovate, and bring their best selves to work—every day. From flexible ways of working to continuous learning, we empower our teams to thrive both personally and professionally.
Join PROS, a dedicated travel technology company with nearly 40 years of proven airline expertise and a long runway for future growth, now powering the future of AI-driven airline retailing. If you want to be part of something exceptional, help us shape how airlines compete, innovate, and win.
PROS Core Values
We look for every opportunity to create a better PROS and a better experience for our customers – and we hold ourselves accountable.
We think creatively to find new paths to success – for our people, our customers and our business.
We are centered on caring for the people, businesses, and communities we serve.
