Account and Support Manager

As Account & 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. .

Requirements:

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.

Knowledge and Skills:

• 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.