Director, Account and Support Management

To support our growing customer base and expanding product line, ITA is looking for an experienced candidate for the position of Director, Account and Support Management. Reporting to the VP, Account and Technical Support Services this is a management position, overseeing and managing multiple customer accounts from launch through maintenance and on-going support. While leading a team of customer account and support managers, you will be required to build executive level relationships, prioritize customer feedback for ITA’s software release processes, and act as the escalation point for high priority issues. You will also identify and manage opportunities to increase the use of ITA products for our customers. You will need to use your technical experience, your senior level account and support management experience, and your employee management experience to successfully meet the challenges of this position. In collaboration with other ITA groups, you will identify and implement process improvements for our software release, support and account management activities.

Responsibilities:

• Directs and develops ITA’s efforts to maintain a positive and productive relationship with our customers.
• Manages a team of customer account and support managers who deal with day-to-day customer support and account relationship activities.
• Prioritizes work assignments and manages day-to-day activities of the group.
• Builds and maintains contact with customers’ senior personnel in order to facilitate a strategic long-term relationship.
• Functions as point of escalation for high priority customer issues, and oversees collaboration with other departments to facilitate resolution.
• Identifies and manages opportunities to increase the use of ITA products at our customers.
• Represents customer point of view in product management discussions.
• Provides direction to other ITA groups regarding customer project prioritization.
• Develops policies and procedures to increase productivity, teamwork and quality of service.
• Prepares reports to senior management and to customers outlining customer status.
• Works with Implementation Services teams to schedule, monitor and report against customer implementation projects.
• Works with Sales/BD to facilitate support for new prospects and continued account growth within existing customers.

Qualifications:

• 12 or more years experience providing customer support services and managing overall customer relationships (from technical and business perspectives), acting as trusted advisor to the customer, and demonstrated ability to grow customer accounts.
• 8 or more years experience managing and/or supporting large-scale technical projects.
• 5 or more years experience managing teams of 10+ professionals.
• Eagerness and ability to learn complex domain-specific details about the travel industry and ITA’s technology/applications.
• Technical and/or business degree preferred.
• Technical experience (engineering or computer science) preferred.
• Experience facilitating large customer meetings to drive initiatives to completion.

Special Knowledge/Skills Required:

• Strong interpersonal skills.
• Strong verbal and written communication skills.
• Ability to effectively manage multiple priorities.
• Ability to handle shifting dynamics at the customer and within ITA.
• Willingness to travel to customer sites.
• Knowledge of travel industry is a plus.

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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