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About the Role

The IDeaS Success Manager (ISM) drives client success, satisfaction, and retention by ensuring optimal implementation, configuration, and adoption of IDeaS solutions. This role requires expertise in revenue management and client relationship management, acting as a trusted advisor to balance client needs with company objectives. Ideal for professionals experienced in SaaS, hospitality, or revenue management with a strong technical foundation and commercial acumen. Fluency in French is required.

Responsibilities

Manage client relationships post-sale, supporting implementation and onboarding.
Drive client retention through proactive engagement and ongoing support.
Establish strategic advisor relationships 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 ROI.
Proactively address support challenges by providing thorough documentation and solution options.
Ensure smooth escalation management and prioritize high-risk items.
Monitor client usage, engagement, and configuration, recommending improvements.
Communicate technical information clearly to clients, ensuring optimal solution adoption.
Ensure high levels of client satisfaction through NPS, feedback, and case management data.
Create action plans to address issues based on feedback.
Effectively manage workload to prioritize urgent revenue-related issues.
Guide clients through change management processes, system updates, and adoption of new solutions.
Communicate application features, product updates, and new releases to clients.
Collaborate with internal teams for smooth implementation, adoption, and understanding of new products.
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.
Persuade clients to make necessary changes for optimal results, supported by business 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.
Apply lessons from past experiences to enhance service delivery.
Participate in client events, such as conferences and training sessions.
Perform other duties as assigned.
Mentor new team members.
Engage in continuous learning to 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.
Experience in the hotel industry (corporate and operations), revenue management, or Hospitality Technology industry.
Fluent in French and English.
Strong data and analytical skills.
Ability to gather, analyze, interpret, and present quantitative and qualitative information.
Good technical knowledge, with an understanding of how automated solutions address business challenges.
Experience in systems integrations is preferred.
Demonstrated proactive problem-solving skills.
Effective escalation management and risk mitigation.
Ability to manage escalations, provide workarounds, and collaborate on solutions.
Strong commercial insight and 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.
Ability to present to a variety of stakeholders.
Proficiency in written and spoken English for clear and professional client communication.
Applicants must be legally authorized to work in the United Kingdom or Spain.
Applicants should not require, now or in the future, sponsorship for employment visa status.

Skills

SaaS
Hospitality
Revenue Management
Client Relationship Management
Technical Foundation
Commercial Acumen
French Fluency
English Fluency
Data Analysis
Analytical Skills
Problem-Solving
Escalation Management
Risk Mitigation
Commercial Insight
Business Acumen
Communication Skills
Interpersonal Skills
Presentation Skills

Location

United Kingdom
Spain

Work Type

Full-time

Experience Level

Minimum of 5 years of business experience
Seasoned professionals

Education Level

Bachelor's degree in Business, Statistics, Finance, Hospitality, or a related field.
Equivalent combination of education, training, and relevant experience may be considered.

About the Company

IDeaS is a global powerhouse of innovation and excellence.
We have a rich culture of creative collaboration and professional growth.
Our teams create leading revenue management solutions that accelerate client growth through revenue optimization.
We strive to create an inclusive environment where diverse perspectives spark innovation.
IDeaS is a company where you can balance great work with all other aspects of your life.
We aspire to live our values: 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

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.