Customer Delivery Manager

UAE

POSITION SUMMARY:

The Professional Services team at PROS is growing and looking for a dynamic leader for a Customer Delivery Manager in our Profession Services - Travel organization. As the primary team responsible for implementing PROS’ products and ensuring long-term customer value, the Professional Services team plays a key role as the face of PROS to our customers. The Customer Delivery Manager will be responsible for ensuring delivery of the commitments we make to our customers, supporting revenue growth of the organization and advocating for delivery excellence.

KEY RESPONSIBILITIES:

• During the sales process:
  • Establish executive-level relationships and creditability by leveraging industry and solution expertise;
  • Support the sales team in defining the correct solutions, scope, and phased approach for the customer. Provide effort and pricing estimates for implementation services;
  • Work with the Customer Success Manager to define and communicate the Success Plan;
  • Communicate the statement of work estimate, timeline, and relevant implementation details to the customer;
  • Define and create the statement of work and conduct regular reviews with the customer to obtain signature;
  • Identify the resource plan and work with the Delivery Excellence team to staff the project appropriately.
• During the implementation:
  • Establish executive-level relationships and creditability by leveraging industry and solution expertise;
  • Support the Project Manager by ensuring PROS implementation best practices are followed;
  • Serve as an escalation point during the implementation to address customer’s concerns. Engage the executive sponsor when required;
  • Organize and conduct monthly Executive Steering Committee Meetings;
  • Implement the solution and value components of the Success Plan;
  • Inform the Customer Success Manager of key activities and facilitate the transition;
  • Ensure on-time and on-budget implementation of PROS products for customers. The Customer Delivery Manager is fully accountable for the project plan and budget;
  • Ensure delivery excellence during solution implementations, managing to key performance indicators, both operational and financial, and having accountability for results;
  • Collaborate actively with peers on the Professional Services team and across the larger PROS organization to drive PROS overall performance and excellence;
  • Establish executive-level relationships and creditability by leveraging industry and solution expertise

• After the customer is live:
  • Manage the account strategy with the CSM and establish a cadence for ongoing reviews;
  • Participate in internal and external quarterly business reviews;
  • Deliver on the initial value as defined in the Success Plan;
  • Leading value measurement and realization efforts for customers.

IDEAL EXPERIENCE:

• Bachelor’s degree in Engineering, Computer Science or Business Administration;
• Minimum 2 years of leading enterprise software implementations and/or equivalent Professional Services experience;
• Led configuration or technical activities of 3 or more pricing or other complex software implementation projects;
• Project management experience on at least 1 complex software implementation project is preferred;
• Airline revenue management or pricing experience is highly preferred.

Additional experience in lieu of required education will be considered on a case by case basis.

CRITICAL SKILLS:

• Strong presentation/demonstration skills, effectively working directly with prospects, customers, and executives;
• Demonstrated ability to manage a high volume of activities with varying priorities;
• Creates strategies to improve productivity and work levels;
• Exposure to Airline Pricing, Revenue Management;
• Solid knowledge of information security and compliance;
• Proven analytical and problem-solving abilities;
• Understanding of travel pricing and revenue management concepts, architecture and database objects, and integration technology capabilities.

PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.

This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success. Analysts

Our people make PROS stand out from the rest. if you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.

Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.