Regional Manager, Client Success

Overview

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, supporting them to ensure the long-term success, satisfaction, and growth of our clients by driving strategic alignment and delivering innovative solutions. The RMCS fosters a collaborative and high-performing team environment, ensuring team members leverage strong communication and consultative skills to contribute to both client growth and internal initiatives. The RMCS promotes continuous learning and personal growth within the team, encouraging innovation and the adoption of best practices.

They oversee client retention strategies and manage escalation processes to address and resolve client issues promptly and effectively. Acting as a trusted advisor, the RMCS balances client needs with our organizational objectives, leads complex problem-solving initiatives, fosters executive engagement, and identifies new opportunities for client success. The RMCS manages demanding client relationships, drives organizational change, and leads cross-departmental initiatives with a focus on achieving results.

• Team Management – Supports and enables the team to follow a consultative approach to drive long-term success, satisfaction, and growth of our clients. Provides updates to senior management and acts as an escalation point. Fosters collaboration with other departments to drive internal projects and process improvements. Manages team resources. Hires, onboards, and mentors new team members and takes ownership of the performance management process for existing team members.
  
  Fosters a positive work environment, supporting career development and providing performance feedback. Encourages learning initiatives to ensure high levels of product and market knowledge. Addresses team concerns and ensures engagement levels remain high.
• Client Relationship Management and Retention – Manages the client relationship post-sale, supporting the implementation team and onboarding process. Drives client retention through proactive engagement and ongoing support. Establishes trusted, strategic advisor relationships with clients to drive continued value 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, monitors NPS scores, and helps clients recognize the ROI of their investment.
• Client Support and Escalation Management – Proactively addresses support challenges by providing thorough documentation and solution options, ensuring smooth escalation management, and prioritizing high-risk items. Monitors client usage, engagement, and configuration adjustments, recommending improvements as necessary. Communicates technical information clearly and effectively to clients, ensuring optimal solution adoption. Ensures high levels of client satisfaction, measured through NPS scores, feedback, and case management data.
  
  Monitors feedback and creates action plans to address issues. Effectively manages workload to prioritize the most urgent revenue-related issues.
• Product Knowledge, Change Management, and Solution Adoption – Guides clients through change management processes, system updates, and the adoption 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, and understanding 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,…