Regional Manager, Client Success

SAS•Bloomington, MN

2d•Hybrid

About The Position

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. What you’ll be doing... Team Management » Supports and enables the team to follow a consultative approach to drive longterm success, satisfaction, and growth of our clients. » Provides updates to senior management and act 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 take ownership of the performance management process for existing team members. » Fosters a positive work environment, supporting career development and providing performance feedback. Encourage learning initiatives to ensure high levels of product and market knowledge. » Addresses team concerns and ensure 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, monitor NPS scores, and help 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. Monitor feedback and create 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, understanding client revenue drivers and strategic goals. » Stays informed on industry trends, clients' system landscapes, and strategies to ensure solutions align with business needs. » Persuades clients to make necessary changes to achieve optimal results, supported by business cases and use cases. Cross-Functional Collaboration and Internal Feedback » Partners with internal cross-functional teams to enhance client success and satisfaction. » Represents the voice of the client and provide internal feedback to improve IDeaS products and solutions. » Applies lessons from past experiences to enhance service delivery, collaborating with internal teams to improve processes and outcomes. Professional Development and Mentorship » Participates in client events, such as conferences and training sessions, as applicable. » Contributes to company-wide initiatives and ensure alignment of Client Success with the company’s strategic plan. » Engages in continuous learning to further develop knowledge and skills. Additional Responsibilities: » Participates in client-related projects or implementations to ensure smooth execution. » Ensures client goals align with company objectives through strategic planning with the Account Manager. » Engages with client stakeholders (IT to user to Exec) to foster trusted advisor relationships. » Assumes a consultative role in dealing with technical and analytical issues. » Prepares and delivers presentations to clients at varying levels in their organization.

Requirements

Bachelor’s degree in business, Statistics, Finance, Hospitality, Technology, or a related field.
Leadership Experience: Proven experience in managing and leading teams effectively, fostering a collaborative and high-performing environment. Skilled in guiding team members through complex projects. Experienced in developing and implementing strategies to enhance team performance and achieve organizational goals.
Minimum 12 years of experience ideally in Client Success managing multiple clients and global operations, with experience in the hotel industry (corporate and operations), revenue management, or large-scale business environments (preferred).
Advanced data and analytical skills, with the ability to gather, analyze, interpret, and communicate both quantitative and qualitative data to inform decision-making processes.
Deep technical expertise, including an understanding of complex systems integrations and how automated solutions address intricate business challenges.
Proven ability to proactively manage escalations, develop effective workarounds, and collaborate with cross-functional teams on solutions.
Ability to manage escalations, provide workarounds, and collaborate on solutions.
Strong commercial acumen, with the ability to assess client strategies, identify market trends, and anticipate their impact on client success.
Exceptional interpersonal, written, and verbal communication skills, with proficiency in English, with the ability to present to a variety of stakeholders, including senior executives.
Proficient in both written and spoken English, with the ability to communicate complex ideas clearly and professionally.
Highly organized and adept at managing multiple priorities and competing demands in a fast-paced environment.
Proficient in MS Excel, Word, and Outlook
Travel as business requirements dictate at management discretion.

Responsibilities

Supports and enables the team to follow a consultative approach to drive longterm success, satisfaction, and growth of our clients.
Provides updates to senior management and act 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 take ownership of the performance management process for existing team members.
Fosters a positive work environment, supporting career development and providing performance feedback. Encourage learning initiatives to ensure high levels of product and market knowledge.
Addresses team concerns and ensure engagement levels remain high.
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, monitor NPS scores, and help clients recognize the ROI of their investment.
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. Monitor feedback and create action plans to address issues.
Effectively manages workload to prioritize the most urgent revenue-related issues.
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.
Demonstrates strong business acumen, understanding client revenue drivers and strategic goals.
Stays informed on industry trends, clients' system landscapes, and strategies to ensure solutions align with business needs.
Persuades clients to make necessary changes to achieve optimal results, supported by business cases and use cases.
Partners with internal cross-functional teams to enhance client success and satisfaction.
Represents the voice of the client and provide internal feedback to improve IDeaS products and solutions.
Applies lessons from past experiences to enhance service delivery, collaborating with internal teams to improve processes and outcomes.
Participates in client events, such as conferences and training sessions, as applicable.
Contributes to company-wide initiatives and ensure alignment of Client Success with the company’s strategic plan.
Engages in continuous learning to further develop knowledge and skills.
Participates in client-related projects or implementations to ensure smooth execution.
Ensures client goals align with company objectives through strategic planning with the Account Manager.
Engages with client stakeholders (IT to user to Exec) to foster trusted advisor relationships.
Assumes a consultative role in dealing with technical and analytical issues.
Prepares and delivers presentations to clients at varying levels in their organization.