About the role

Technical Account Manager supporting Air-tek’s enterprise airline software customers. Driving adoption, business outcomes, customer relationships, escalations, and product coordination.

Responsibilities

Build, maintain, and drive execution of a strategic plan for each assigned customer
Track and report on software usage and business outcomes
Identify ways to improve usage and business value and incorporate them into customer plans
Develop and maintain relationships with key client staff and understand their needs, priorities, and goals
Represent assigned customers’ interests in internal roadmap and planning discussions
Monitor customer support requests and assist with escalations
Assist in managing high-severity incidents involving customers
Coordinate with Engineering and Product teams on releases, environment maintenance, and deployments
Conduct weekly touchpoint meetings and quarterly business reviews
Surface significant customer risks and opportunities to management
Learn the software sufficiently to train end users on basic usage and discuss support cases or enhancement requests
Improve software knowledge over time
Contribute to process improvement and create materials and training content
Travel occasionally as required

At least 4 years of experience in a customer-facing position with complex enterprise software
Experience with technical account management, customer success, or a similar role
Experience in high-growth or rapidly evolving environments
Experience creating structure, improving operating rhythms, and converting recurring work into repeatable processes
Familiarity with enterprise software systems
Clear and concise communication on technical and business topics
Ability to speak persuasively and informatively to broad customer audiences, including executives
Ability to advocate for customers’ needs in a fast-paced business
Focus on continual learning and development
Can-do attitude and desire to join a focused, driven team
Airline or travel industry experience is a significant asset