Principal Client Success Specialist

2 weeks ago

Remote, Oregon, United States IDeaS Full time

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.
Summary
The Principal Client Success Specialist - Training directly supports the Client Success operations teams in achieve the strategic goals of the organization. This role leverages deep product, domain, and industry expertise to enable IDeaS teams in providing exceptional client support through product education, resource documentation, and efficient, standardized processes.
Major Responsibilities

  • Builds and maintains relationships with internal clients and stakeholders that characterize partnership, cooperation, and trust.
  • Manages and/or supports the development and execution of strategies and/or programs; Aligns scope with strategic objectives and regularly reports on status to stakeholders for assigned projects.
  • Manage Client Success training strategy, resources, resource allocation, and training processes.
  • Provides direction to support development and execution of strategies and initiatives; coordinates activities with other business units within the company; ensuring effective and efficient alignment across teams.
  • Develops the Client Success University strategy including course outlines, content development, cultivating case work/examples, and establishing learning tracks for:
    • Products, soft skills, client types, and market differences.
  • Creates certification and re-certification standards within Client Success University.
  • Provides ongoing support and maintenance of Client Success University through delivering training, monitoring usage, and tracking certifications.
  • Maintains knowledge of industry and revenue management best practices.
  • Defines and implements internal standards and best practices to foster collaboration across all areas of the organization.
  • Analyzes business needs, identifies gaps, investigates options, recommends courses of action, and drives implementation of initiatives related to:
    • Continuous improvement, enhancing the client experience, streamlining operations, and service delivery readiness and capabilities.
  • Reviews, analyzes, and creates processes and guidance documents to facilitate understanding and usage by the business.
  • Support Company-wide initiatives; SharePoint Governance and Data Retention, Metadata, IDeaS Branding, and information platforms.
  • Serves as primary liaison with internal teams to coordinate cross-functional learning and content development for the Client Success team for:
    • Internal onboarding, internal and external Client Training Programs, and content to support external IDeaS campaigns.
    • Translating external product and client training content for internal education.


Requirements (Knowledge, Skills, Abilities, Competencies, Education & Experience)

  • Bachelor's degree, preferably in Business, Marketing, Training and Development, Accounting, Computer Science or related field.
  • 12+ years of related work experience.
  • Experience in hospitality/distribution and revenue management and automated revenue management systems.
  • Advanced/SME knowledge of system integration data flow and capabilities.
  • Excellent interpersonal, oral, and written communication skills.
  • Good command of written and spoken English.
  • Excellent negotiation, facilitation, and presentation skills
  • Ability to manage multiple, sometimes conflicting priorities.
  • Excellent organizational, decision-making, and problem-solving skills.
  • Ability to be work independently and as part of a team.
  • Ability to demonstrate, communicate and document the value proposition of IDeaS products and services.
  • Ability to travel internationally, as needed.


Equivalent combination of education, training, and relevant experience may be considered.
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:
To qualify, applicants must be legally authorized to work in the United States , and should not require, now or in the future, sponsorship for employment visa status.
SAS is an equal opportunity/Affirmative Action 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: Know Your Rights . Also view the Pay Transparency notice.
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.
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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