Regional Manager, Client Success

Passionate people. Loyal clients. Leading solutions.
With a rich culture of creative collaboration and professional growth, IDeaS' team members build successful careers with us.
IDeaS is proud to be a global powerhouse of innovation and excellence; challenge and reward. No matter where we're working, our teams come together to create leading revenue management solutions that accelerate our clients' growth through revenue optimization.
Now we just need you!
The Regional Manager Client Success (RMCS) leads a team of Success Managers, supporting
them to ensure the long-term success, satisfaction, and growth of our clients by driving
strategic alignment and delivering innovative solutions. The RMCS fosters a collaborative
and high-performing team environment, ensuring team members leverage strong
communication and consultative skills to contribute to both client growth and internal
initiatives. The RMCS promotes continuous learning and personal growth within the team,
encouraging innovation and the adoption of best practices. They oversee client retention
strategies and manage escalation processes to address and resolve client issues promptly
and effectively. Acting as a trusted advisor, the RMCS balances client needs with our organizational
objectives, leads complex problem-solving initiatives, fosters executive engagement, and
identifies new opportunities for client success. The RMCS manages demanding client
relationships, drives organizational change, and leads cross-departmental initiatives with a
focus on achieving results.
What you'll be doing...

• Team Management
  » Supports and enables the team to follow a consultative approach to drive longterm success, satisfaction, and growth of our clients.
  » Provides updates to senior management and act as an escalation point.
  » Fosters collaboration with other departments to drive internal projects and
  process improvements.
  » Manages team resources.
  » Hires, onboards, and mentors new team members and take ownership of the
  performance management process for existing team members.
  » Fosters a positive work environment, supporting career development and
  providing performance feedback. Encourage learning initiatives to ensure high
  levels of product and market knowledge.
  » Addresses team concerns and ensure engagement levels remain high.

• Client Relationship Management and Retention
  » Manages the client relationship post-sale, supporting the implementation team
  and onboarding process.
  » Drives client retention through proactive engagement and ongoing support.
  » Establishes trusted, strategic advisor relationships with clients to drive continued
  value recognition of IDeaS products and services.
  » Develops tailored action plans to address open issues, enhance client experience,
  and improve satisfaction.
  » Takes ownership of client success, monitor NPS scores, and help clients recognize
  the ROI of their investment.

• Client Support and Escalation Management
  » Proactively addresses support challenges by providing thorough documentation
  and solution options, ensuring smooth escalation management, and prioritizing
  high-risk items.
  » Monitors client usage, engagement, and configuration adjustments,
  recommending improvements as necessary.
  » Communicates technical information clearly and effectively to clients, ensuring
  optimal solution adoption.
  » Ensures high levels of client satisfaction, measured through NPS scores,
  feedback, and case management data. Monitor feedback and create action plans
  to address issues.
  » Effectively manages workload to prioritize the most urgent revenue-related
  issues.

• Product Knowledge, Change Management, and Solution Adoption
  » Guides clients through change management processes, system updates, and the
  adoption of new solutions to ensure optimal utilization.
  » Communicates application features, product updates, and new releases to clients,
  guiding them toward full adoption.
  » Collaborates with internal teams to ensure smooth implementation, adoption, and
  understanding of newly sold products and services.
  » Maintains up-to-date expertise in IDeaS solutions and their business applications.

• Business and Industry Insights
  » Demonstrates strong business acumen, understanding client revenue drivers and
  strategic goals.
  » Stays informed on industry trends, clients' system landscapes, and strategies to
  ensure solutions align with business needs.
  » Persuades clients to make necessary changes to achieve optimal results,
  supported by business cases and use cases.

• Cross-Functional Collaboration and Internal Feedback
  » Partners with internal cross-functional teams to enhance client success and
  satisfaction.
  » Represents the voice of the client and provide internal feedback to improve
  IDeaS products and solutions.
  » Applies lessons from past experiences to enhance service delivery, collaborating
  with internal teams to improve processes and outcomes.

• Professional Development and Mentorship
  » Participates in client events, such as conferences and training sessions, as
  applicable.
  » Contributes to company-wide initiatives and ensure alignment of Client Success
  with the company's strategic plan.
  » Engages in continuous learning to further develop knowledge and skills.

• Additional Responsibilities:
  » Participates in client-related projects or implementations to ensure smooth
  execution.
  » Ensures client goals align with company objectives through strategic planning
  with the Account Manager.
  » Engages with client stakeholders (IT to user to Exec) to foster trusted advisor
  relationships.
  » Assumes a consultative role in dealing with technical and analytical issues.
  » Prepares and delivers presentations to clients at varying levels in their
  organization.

What you'll bring to us...

• Bachelor's degree in business, Statistics, Finance, Hospitality, Technology, or a related
  field.
• Leadership Experience: Proven experience in managing and leading teams effectively,
  fostering a collaborative and high-performing environment. Skilled in guiding team
  members through complex projects. Experienced in developing and implementing
  strategies to enhance team performance and achieve organizational goals.
• Minimum 12 years of experience ideally in Client Success managing multiple clients and
  global operations, with experience in the hotel industry (corporate and operations),
  revenue management, or large-scale business environments (preferred).
• Advanced data and analytical skills, with the ability to gather, analyze, interpret, and
  communicate both quantitative and qualitative data to inform decision-making
  processes.
• Deep technical expertise, including an understanding of complex systems integrations
  and how automated solutions address intricate business challenges.
• Proven ability to proactively manage escalations, develop effective workarounds, and
  collaborate with cross-functional teams on solutions.
• Ability to manage escalations, provide workarounds, and collaborate on solutions.
• Strong commercial acumen, with the ability to assess client strategies, identify market
  trends, and anticipate their impact on client success.
• Exceptional interpersonal, written, and verbal communication skills, with proficiency in
  English, with the ability to present to a variety of stakeholders, including senior
  executives.
• Proficient in both written and spoken English, with the ability to communicate complex
  ideas clearly and professionally.
• Highly organized and adept at managing multiple priorities and competing demands in a
  fast-paced environment.
• Proficient in MS Excel, Word, and Outlook
• Travel as business requirements dictate at management discretion.

We Support Who You Are....
As a global company, we strive to create an inclusive environment where diverse perspectives spark innovation and meet the challenges of an evolving world. Whether you're launching a new career or expanding your current one, IDeaS is a company where you can balance great work with all other aspects of your life.
At IDeaS, we also aspire to live our values each day by being Accountable, Curious, Passionate and Authentic. And we continue our quest to build a more inclusive environment that attracts, represents and provides a place for diverse ideas, unique perspectives, and authentic voices.
Additional Information:
To qualify, applicants must be legally authorized to work in the United States , and should not require, now or in the future, sponsorship for employment visa status.
SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights .
Equivalent combination of education, training, and relevant experience may be considered in place of the education requirement stated above.
Resumes may be considered in the order they are received.
IDeaS/SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, IDeaS/SAS may obtain nationality or citizenship information from applicants for employment. IDeaS/SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
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