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About the Role

The IDeaS Success Manager (ISM) plays a pivotal role in driving the long-term success, satisfaction, and retention of IDeaS clients by ensuring optimal implementation, configuration, and adoption. With expertise in IDeaS solutions, revenue management, and client relationship management, the ISM is responsible for providing clarity and innovation to the client experience. This ISM acts as a trusted advisor, balancing client needs with company objectives, proactively addressing challenges to foster strong, sustainable client partnerships and support clients fully leverage their investment in IDeaS solutions. This role is ideal for seasoned professionals experienced in SaaS, hospitality, or revenue management with a strong technical foundation and commercial acumen.

Responsibilities

Manage the client relationship post-sale, supporting the implementation team and onboarding process.
Drive client retention through proactive engagement and ongoing support.
Establish trusted, strategic advisor relationships with clients to drive continued value recognition of IDeaS products and services.
Develop tailored action plans to address open issues, enhance client experience, and improve satisfaction.
Take ownership of client success, monitor NPS scores, and help clients recognize the ROI of their investment.
Ensure configurations are optimal and produce desired outputs post-implementation.
Deliver high levels of client satisfaction, as measured regularly through NPS Scores, feedback, and other data.
Monitor feedback points and create plans to address any open issues.
Monitor the client’s business roadmap and ensure systems remain optimized as business strategies, PMS changes, new tools, or client turnover occur.
Proactively address support challenges by providing thorough documentation and solution options, ensuring smooth escalation management, and prioritizing high-risk items.
Monitor client usage, engagement, and configuration adjustments, recommending improvements as necessary.
Communicate technical information clearly and effectively to clients, ensuring optimal solution adoption.
Guide clients through change management processes, system updates, and the adoption of new solutions to ensure optimal utilization.
Communicate application features, product updates, and new releases to clients, guiding them toward full adoption.
Collaborate with internal teams to ensure smooth implementation, adoption, and understanding of newly sold products and services.
Maintain up-to-date expertise in IDeaS solutions and their business applications.
Demonstrate strong business acumen, understanding client revenue drivers and strategic goals.
Stay informed on industry trends, clients' system landscapes, and strategies to ensure solutions align with business needs.
Persuade clients to make necessary changes to achieve optimal results, supported by business cases and use cases.
Partner with internal cross-functional teams to enhance client success and satisfaction.
Represent the voice of the client and provide internal feedback to improve IDeaS products and solutions.
Apply lessons from past experiences to enhance service delivery, collaborating with internal teams to improve processes and outcomes.
Participate in client events, such as conferences and training sessions, as applicable.
Perform other duties as assigned.
Mentor new team members as needed.
Engage in continuous learning to further develop knowledge and skills.

Requirements

Bachelor's degree in Business, Statistics, Finance, Hospitality, or a related field.
Minimum of 5 years of business 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).
Strong data and analytical skills, with the ability to gather, analyse, interpret, and present both quantitative and qualitative information.
Good technical knowledge, with an understanding of how automated solutions address business challenges—preferably with experience in systems integrations.
Demonstrated proactive problem-solving skills, including effective escalation management and risk mitigation.
Ability to manage escalations, provide workarounds, and collaborate on solutions.
Strong commercial insight and a clear understanding of client goals and revenue drivers.
Business acumen to assess client strategies, identify trends, and anticipate impacts on client success.
Excellent written, verbal, and interpersonal communication skills, with the ability to present to a variety of stakeholders.
Proficiency in written and spoken English for clear and professional client communication.
Fluent/Native Level Japanese communication skills.
5 years experience in customer success or account management from hospitality technology/hotel technology industry or 5 years Revenue Management experience within the hospitality or hotel industry.
Strong English communication skills.
Experience in collaborating closely with other internal teams such as Sales, Account Management, Product, Marketing and others.
Applicants must be legally authorized to work in Japan and should not require, now or in the future, sponsorship for employment visa status.
Equivalent combination of education, training, and relevant experience may be considered in place of the education requirement stated above.

Skills

SaaS
Hospitality
Revenue Management
Technical Foundation
Commercial Acumen
Client Relationship Management
Data Analysis
Systems Integrations
Problem-Solving
Escalation Management
Risk Mitigation
Business Acumen
Communication Skills
English Proficiency
Japanese Fluency

Location

Japan

Work Type

Full-time

Experience Level

5 years

Education Level

Bachelor's degree

About the Company

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.
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.
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.

Equal Opportunity

SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.