Premium Solutions Manager (USA)
About The Position
Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in the secure business collaboration market. Trusted by over 2,000,000 users from 300,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours. Ideals Virtual Data Room (VDR): Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions. Ideals Board: Board and leadership collaboration platform for faster, safer, and more compliant decision-making. Our Customer Success team has been crucial in driving a high level of customer satisfaction and securing our Market Leader status on G2 for 5 consecutive years. We're looking for a skilled and customer-focused Premium Solutions Manager to join our team from the Boston, NYC, or Chicago area. In this role, your primary objective will be to provide exceptional post-sales support to clients, working closely with the Field Sales teams across the US. We are seeking a tech-savvy individual with a keen analytical mindset, capable of comprehending and communicating complex issues in a clear and concise manner. This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment.
Requirements
- Minimum of 2 years of work experience as a Solutions Manager or Account Manager, or a Customer Support role
- Customer-driven personality with empathetic and emotional intelligence skills
- Outside of the box problem solving skills and a resolution-focused mindset
- Excellent communication, interpersonal, and presentation skills
- Strong relationship-building skills and the ability to adapt to a client’s communication style
- Analytical skills and attention to detail
- Passion for international cooperation and professional development
- Readiness and enthusiasm to take on additional tasks when necessary, along with a responsible and proactive work ethic
- Entrepreneurial in nature with a proactive approach
- Native-level proficiency in English
Nice To Haves
- SaaS, financial, fintech, or information security industry background
Responsibilities
- Enable strategic and premium clients through high-touch operational execution, product guidance, and workflow coordination.
- Build trusted operational relationships with client stakeholders and become a dependable point of contact for project setup, product usage, and practical client needs.
- Guide clients during onboarding, project launch, migrations, and other critical project phases.
- Advise clients on best-practice setup, permissions, workflows, governance structures, Q&A processes, reporting, and user management.
- Analyze client usage, project-room setup, and recurring questions to identify practical risks, blockers, or adoption gaps.
- Investigate non-standard client issues, clarify root causes, and propose practical next steps or workarounds.
- Coordinate with Sales, Customer Success, Product, Technical Support, Legal, Security, Professional Services, and Operations to resolve client-critical matters efficiently.
- Ensure accurate documentation of client requests, actions, decisions, escalations, and follow-up items.
- Share recurring client issues and operational feedback with relevant internal teams.
- Delivering and automating custom reports/workflows with AI
- Delivery of bulk data manipulation/user invitation/reduction/translation/etc services, either by themselves or by coordinating professional service team
- Contribute to retention and expansion outcomes indirectly by improving client experience, product adoption, operational confidence, and trust in Ideals.
Benefits
- Remote-first flexibility to shape your ideal workday
- Home workplace budget
- Co-working expense coverage
- Individual IT budget for extra equipment
- Top-tier tech and AI-powered tools
- Access to Ideals Academy with numerous courses
- Investment in external learning and development activities
- Guidance in Personal Development Plan creation
- Professional literature and subscriptions coverage
- Support of your passion as a speaker or writer
- Internal talent mobility opportunities
- 100% employer-paid health insurance for US employees with a 401(k) match program
- Mental health activities reimbursement
- Funding for sports competitions
- 20 business days of annual leave
- Paid health-related time off
- Budget for meetups with your local team
- Generous internal referral program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
