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, supportingthem to ensure the long-term success, satisfaction, and growth of our clients by drivingstrategic alignment and delivering innovative solutions. The RMCS fosters a collaborativeand high-performing team environment, ensuring team members leverage strongcommunication and consultative skills to contribute to both client growth and internalinitiatives. The RMCS promotes continuous learning and personal growth within the team,encouraging innovation and the adoption of best practices. They oversee client retentionstrategies and manage escalation processes to address and resolve client issues promptlyand effectively. Acting as a trusted advisor, the RMCS balances client needs with our organizationalobjectives, leads complex problem-solving initiatives, fosters executive engagement, andidentifies new opportunities for client success. The RMCS manages demanding clientrelationships, drives organizational change, and leads cross-departmental initiatives with afocus 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 andprocess improvements.» Manages team resources.» Hires, onboards, and mentors new team members and take ownership of theperformance management process for existing team members.» Fosters a positive work environment, supporting career development andproviding performance feedback. Encourage learning initiatives to ensure highlevels 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 teamand onboarding process.» Drives client retention through proactive engagement and ongoing support.» Establishes trusted, strategic advisor relationships with clients to drive continuedvalue 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 recognizethe ROI of their investment.

 

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

 

• Product Knowledge, Change Management, and Solution Adoption» Guides clients through change management processes, system updates, and theadoption 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, andunderstanding 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 andstrategic goals.» Stays informed on industry trends, clients' system landscapes, and strategies toensure 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 andsatisfaction.» Represents the voice of the client and provi