IDeaS Support Manager, Enterprise

 

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.

 

The IDeaS Support Manager, Enterprise serves as a strategic technical advisor to clients, ensuring timely resolution of support issues and enhancing client satisfaction. This role coordinates internal resources, manages client communications, and maintains issue tracking throughout the lifecycle. The Support Manager sets clear expectations, escalates critical concerns, and collaborates with Enterprise Success Managers to drive resolution for our clients and continuous improvement for our teams. 

 

What you’ll be doing... 

• Acts as a technical and analytical advisor to IDeaS’ clients on support-related activities.
• Facilitates the timely and sufficient resolution of all client issues and request communications (outside business hours for business-critical problems as appropriate).
• Documents issue information during the issue life cycle and provides status updates for all outstanding issues.
• Sets internal and external expectations on issue resolution timelines.
• Co-ordinates IDeaS resources, as required, to deliver support services. Keeps internal and external stakeholder groups informed of problems, suggestions, and general comments and concerns related to the software, the business domain, and the account, as appropriate.
• Routinely builds knowledge of IDeaS systems, processes, and specialized technical and analytical domain knowledge with an understanding of the business problems that are addressed by IDeaS applications and/or solutions.
• Applies expertise in multiple areas of the IDeaS products and systems to help clients understand and solve their specific business problems, vision of business solutions, unique requirements, and operational capabilities and limitations.
• Keeps informed of other vendors’ products and coordinates with vendors to report and resolve problems and obtain information.
• Communicates with clients on support items and manages regular support calls.
• Informs Enterprise Success Manager of impactful support issues and escalates issues to the Success Manager where necessary.
• Suggests, manages, and implements special projects to assist Enterprise Success Manager, users, and/or other teams.
• Analyzes and presents data around user engagement, user configuration, system settings and suboptimal revenue management trends to identify opportunities to improve system usage.
• Performs other duties, as assigned.

 

What you’ll bring to us… 

• Bachelors in Business, Travel Management (Hospitality), Information Management or related field.
• 5+ years of experience problem solving within a software support function.
• Demonstrated success in gathering, analyzing, interpreting, and presenting quantitative and qualitative information.
• Past success selecting and applying methods and tools to easily interpret large data sets and provide actionable outcomes.
• Ability to manage multiple, sometimes conflicting priorities.
• Strong written, verbal, and interpersonal communication skills.
• Excellent organizational skills.
• Experience with Technical Support Service-Level Agreements (SLAs) and ticketing systems.
• Ability to travel up to 5-10% per month.
• Proficient in Microsoft Excel, Word, and Outlook.
• Possess exceptional communication skills, with the ability to effectively engage and convey information to both internal and external executives.
• Ability to work and learn independently.
• Ability to work in a fast-paced, global team environment remotely.

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. 

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