At a Glance
- Tasks: Drive client success and satisfaction through expert support and relationship management.
- Company: Join a global leader in revenue management solutions with a culture of innovation.
- Benefits: Competitive salary, inclusive environment, and opportunities for professional growth.
- Other info: Dynamic team atmosphere with a focus on collaboration and continuous learning.
- Why this job: Make a real impact by helping clients optimise their revenue strategies.
- Qualifications: 5+ years in client success, fluent in French and English, strong analytical skills.
The predicted salary is between 40500 - 49500 £ per year.
Job Description
The IDea S Success Manager (ISM) plays a pivotal role in driving the long-term success, satisfaction, and retention of IDea S clients by ensuring optimal implementation, configuration, and adoption.
With expertise in IDea S 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 IDea S solutions.
This role is ideal for seasoned professionals experienced in Saa S, hospitality, or revenue management with a strong technical foundation and commercial acumen.
We are specifically looking for Fluent French Speaking professionals.
What you’ll be doing...
- Client Relationship Management and Retention
- 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 IDea S 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.
- Client Support and Escalation Management
- 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.
- Ensure high levels of client satisfaction, measured through NPS scores, feedback, and case management data.
Monitor feedback and create action plans to address issues.
- Effectively manage workload to prioritize the most urgent revenue-related issues.
- Product Knowledge, Change Management, and 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 IDea S solutions and their business applications.
- Business and Industry Insights
- 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.
- Cross-Functional Collaboration and Internal Feedback
- Partner with internal cross-functional teams to enhance client success and satisfaction.
- Represent the voice of the client and provide internal feedback to improve IDea S products and solutions.
- Apply lessons from past experiences to enhance service delivery, collaborating with internal teams to improve processes and outcomes.
- Professional Development and Mentorship
- 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.
- What you’ll bring to us…
- 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 Hospitality Technology industry experience.
- Fluent in French and English
- 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.
Who we are....
Passionate people. Loyal clients. Leading solutions.
With a rich culture of creative collaboration and professional growth, IDea S’ team members build successful careers with us.
IDea S 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.
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, IDea S is a company where you can balance great work with all other aspects of your life.
At IDea S, 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 Kingdom or Spain, and should not require, now or in the future, sponsorship for employment visa status.
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.
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.
IDea S/SAS employees performing certain job functions may require access to technology or software subject to export or import regulations.
To comply with these regulations, IDea S/SAS may obtain nationality or citizenship information from applicants for employment.
IDea S/SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
#IDea S
IDeaS Success Manager in Marlow employer: SAS
SAS is an exceptional employer that fosters a culture of innovation and collaboration in the vibrant city of Glasgow. With a strong commitment to employee growth, we offer extensive training opportunities and a supportive environment that encourages creativity and teamwork. Join us to be part of a forward-thinking company where your contributions directly impact the evolution of our cutting-edge SaaS solutions.
StudySmarter Expert Advice🤫
We think this is how you could land IDeaS Success Manager in Marlow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SAS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SAS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace IDeaS Success Manager in Marlow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SAS:Your cover letter is your chance to shine! Tell us why you want to work at SAS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SAS!
How to prepare for a job interview at SAS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
