IDeaS Sr. Customer Success Manager

Job Locations UK-Marlow | ES | DE | UK
Requisition ID
20049520
Category
IDeaS (a SAS company)
Position Type
Professional

IDeaS iCIMS logo

Passionate people. Loyal clients. Leading solutions. 

 

With a rich culture of creative collaboration and professional growth, IDeaS’ team members build successful careers with us.  

 

Headquartered in Bloomington, MN, with a technology center in Pune, India, and regional offices across six continents, 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 Senior Enterprise Relationship Manager brings innovation and clarity to the Enterprise client's experience of working with IDeaS and the IDeaS system. With the highest quality service and support to clients, the Senior Enterprise Relationship Manager develops and maintains a strong ongoing relationship with key enterprise level contacts, which results in high client retention rates.

 

The Senior Enterprise Relationship Manager independently handles complex Enterprise client issues by reaching out (if needed) to other departments to support the Enterprise Clients.

 

What you’ll be doing... 

  • Serve as primary post-sale point of contact to develop strong advocates at all levels of the client’s organization (user to Exec) that enable the Senior Enterprise Relationship Manager to become a trusted advisor to the IDeaS clients.
  • Understand the client’s strategic and tactical objectives and anticipate how this will impact the IDeaS system and the client's ability to get the maximum value from it.
  • Responsible for client communications and conflict resolution.
  • Responsible for interacting with Enterprise clients (including executives) to ensure alignment between all communications to the designated client contact.
  • Manage internal executive stakeholder meetings and participate in quarterly business review meetings.
  • Adhere and set-up Enterprise internal and client processes to improve efficiencies and communications.
  • Apply a disciplined and structured approach when resolving and communicating different types of complex Enterprise client issues.
  • Look for opportunities which will allow Enterprise Clients to take further advantages of the IDeaS system and improves user engagement
  • Proactive involvement in gaining knowledge of new IDeaS System features and modules and their business application and the business issues that they solve.
  • Assist the Enterprise Project Manager with any Enterprise Roll-out activities
  • Undertake internal/ external projects and provide inputs to SOWs.
  • Maintain an in-depth knowledge of the IDeaS Enterprise Solution and their business application including business issues that they solve.
  • Monitor client success through metrics and measurements
  • Performs other duties, as assigned

 

What you’ll bring to us… 

  • BS or BA in Business, Travel/Hospitality Management, Information Management or equivalent experience.
  • Superior analytical and technical skills balanced by an ability to navigate the larger strategic picture
  • Client management, front of house or reservations experience
  • Ability to multi-task while maintaining impeccable attention to detail
  • Excellent communication skills - both written and verbal
  • Ability to work successfully in an international team environment, as well as the ability to work independently
  • Excellent organizational skills coupled with the ability to manage multiple, sometimes conflicting priorities.
  • Professional presence

 The icing on the cake would be…

  • Experience in revenue management
  • Working knowledge of travel software systems (e.g., revenue management systems, central reservation systems)
  • Experience in travel industry
  • Experience in the creation and documentation or processes and SOP’s (Standard Operating Procedures)
  • Enterprise Account Mnagement experinece
  • Excellent communication skills - both written and verbal

 

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.

 

Additional Information:
 

SAS is an equal opportunity 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: Equal Employment Opportunity is the Law. Also view the supplement EEO is the Law, and the notice Pay Transparency

 

Equivalent combination of education, training, and relevant experience may be considered in place of the education requirement stated above.

 

The level of this position will be determined based on the applicant's education, skills and experience.

 

Resumes may be considered in the order they are received.
IDeaS/SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, IDeaS/SAS may obtain nationality or citizenship information from applicants for employment. IDeaS/SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

 

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