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Client Success Manager

3 months ago

Bloomington, 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.


Now we just need you
Are you passionate about making real connections with real people around the world?
Do you have experience in hospitality, revenue management, or software support?
IDeaS takes pride in delivering a best-in-class client experience in everything we do.

The Client Relationship Manager (CRM) brings innovation and clarity to the client's experience of working with IDeaS and our sophisticated technology solutions.

With the highest quality service, training, and support to clients at the corporate and property level, the CRM develops and maintains a strong, ongoing relationship with each assigned client, resulting in high client retention and meaningful connections.


What you'll be doing...

  • Develops and maintains ongoing client relationship with the Primary Client Sponsor and the Primary Client User at the hotel level and or Corporate Level.
  • Understands the client's strategic and tactical objectives and anticipates how this will impact the IDeaS system and the client's ability to get the maximum value from it.
  • Initiates planned communication processes with client sponsors and IDeaS.
  • Acts as an escalation point for the Client or Support to ensure smooth maintenance of the business relationship.
  • Identifies client training needs and potential module sales through the development of strong relationships with our clients.
  • Produces quotations and follows up on invoices for training and new modules.
  • Interacts with the Account Manager and members of the Support team to ensure alignment between all communication to hotel and Corporate (if appropriate).
  • Gains familiarity with training and deployment including support tool-sets.
  • Assumes the responsibilities of Account Manager for clients that do not qualify for an individually appointed Account Manager.
  • Maintains an in-depth knowledge of the IDeaS System Modules and their business application including business issues that they solve.
  • Mentors new employees as required.
  • Maintains accurate and up to date information on the status of the account and contacts assigned in
  • Performs other duties, as assigned.

What you'll bring to us...

  • High school Diploma and equivalent combination of education, training, and relevant experience will be considered.
  • Hotel Revenue Management experience OR Client Success Management experience, ideally using Salesforce Service Cloud
  • Organizational, planning, analytical and problem-solving skills.
  • 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.
  • Professional presence.
  • Good command of written and spoken English.

Preferences...

  • 2+ years of client management, front of house or reservations experience.
  • 2+ years of hotel business experience preferably in the Revenue Management area.
  • Experience or knowledge of hotel systems (PMS, CRS, GDS).
  • Revenue management or group sales experience.
  • Bi-lingual language skills.
  • Flexible working hours might be required to accommodate clients in various time zones.
  • Experience with Revenue Management systems.
  • Ability to concentrate and be productive within a vibrant office environment.

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.

IDeaS/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.
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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