Account and Support Manager

As Account and Support Manager, you are responsible for the overall relationship between ITA and our customers – overseeing business and technical relationship and serving as the single point of contact between the customer and various departments within ITA.

Day-to-day you will function as Technical Project Manager on complex software application implementation and integration projects; Business Analyst, understanding our customers’ business needs and communicating these to application and operations engineers; and Account Manager, managing customer expectations, becoming a trusted advisor to senior level executives, and identifying new business opportunities

We are looking for individuals with project and account management skills, business acumen, and hands-on software application (implementation and integration) experience.

Responsibilities:

• Direct technical and business relationship between ITA and customers during and beyond software integration efforts, and in accordance with ITA’s and the customer’s business objectives.
• Serve as technical project lead and business liaison between ITA and it’s customers on complex software implementations and integrations.
• Provide continuous maintenance and management of customer issues, deliverables, and environment.
• Communicate effectively with all levels of the customer organization, from individual contributors through C and E level executives.
• Write business requirements and functional specifications for software enhancements to support customer requirements.
• Advocate for the customer within ITA, advocate for ITA at the customer site.
• Lead and/or participate in both business and technical meetings within ITA and at the customer’s site.
• Report status (ITA to customer, customer to ITA, internal to ITA) and coordinate ITA’s and the customer’s software engineering schedules.
• Manage customer expectations relative to ITA resources and objectives.
• Understand and communicate customer requirements to ITA’s executive and technical teams.
• Understand and appropriately communicate ITA’s and the customer’s strategic business positions.

Qualifications:

• At least 5 years technical project management experience leading software application implementation and integration projects.
• Technical and/or business degree.
• Technical experience in software engineering or computer science is preferred.
• Proven success managing application implementation and integration projects.
• Ability to present complex business and software concepts, verbal and written, to customers with varying technical background and at all levels of the customer organization (project teams to E and C level executives).
• Ability to “lead by influence”, gaining support from internal functional teams.
• Experience facilitating large client meetings to drive initiatives to completion.
• Willingness to travel to customer sites.

Special Knowledge/Skills Required:

• Strong Account Management skills with experience managing overall customer relationships, from both technical and business perspectives; act as trusted advisor to the customer.
• Specific experience in travel industry.
• Eagerness and ability to learn complex domain-specific details about travel industry and ITA’s unique technology.
• Strong interpersonal skills.
• Strong verbal and written communication skills.
• Ability to effectively manage multiple priorities.
• Ability to handle shifting Company and customer priorities.

How to Apply
If you are interested in this position, please send your resume to us via this link. An ITA Software recruiter will review your qualifications and contact you if there is a fit with our needs.

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