Customer Success Manager

2 weeks ago

Shanghai, Shanghai, China SAS Full time

Customer Success Manager

Job Locations CN-Shanghai | CN-Beijing | JP Requisition ID Category IDeaS (a SAS company) Position Type Professional

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 Client Success Manager (CSM) also known as a Customer Success Manager provides clients with guidance bringing innovation and clarity to the client's experience of working with IDeaS and IDeaS solutions. With the highest quality service and, the CRM develops and maintains a strong ongoing partnership with each assigned client, ensuring strong adoption of the IDeaS solution(s). This is accomplished via technical expertise, solution knowledge, revenue management specialization, hotel operations experience and commercial savvy.

What you'll be doing...

Owns overall relationship with a portfolio of clients at the Closed Won stage and is introduced along with Account Manager at Client Kick off. Post implementation ensures that configurations is optimal and produces desired outputs. Delivers high levels of client satisfaction, as measured regularly through NPS Scores, feedback, and other data (such as case management). Monitors those feedback points and puts plans together to address any open issues. Monitors the client's business roadmap and ensures that as changes occur (changes in business strategy, PMS changes, addition of new tools, client turnover, and more) that our systems continue to remain optimized. Assist client in their change management journey to adopt new solutions. Establishes a trusted and strategic advisor relationship with clients to help drive continued value of IDeaS products and services. Understands client's revenue strategy needs and priorities to optimize the use of their solution(s). Effectively communicates application features and product information for new releases and facilitates their adoption with clients. Continuously reviews playbooks, Alpha/Beta process outcomes, and other documentation. Actively utilizes such as Client Score card, ES Dashboard, and Issue Detection workbook. Communicates to clients in ways that facilitate their business practice, including phone calls, chat, and other digital methods as they evolve. Actively keeps track of user cases, and ensures they are resolved with haste while also communicating regular status updates. Communicates in ways that make sense to the business and client, and not simply in 'technical jargon.' Triage any support challenges and provide documentation and possible options for solution before escalating. Manage escalations and ensure risk and high-risk items receive attention. Participate in client events such as conferences, etc., when feasible. Actively assists in delivering training via IDeaS Connects sessions, Discover Live, and other IDeaS client events. Pro-actively identifies insights, business trends, system configurations or system outputs which impact the client's business success. Collaborates with the client if any of these elements require additional focus. Effectively persuades clients to make changes where required to achieve optimal results. Puts together business cases and use cases to support. Reviews user engagement, including logins and user overrides, to determine how to alter user behavior. Articulates client benefits of optimal system engagement, increasing client loyalty. Identifies best practices for clients and syndicates across assigned client portfolio. Represents the voice of the client and provides internal feedback on how IDeaS products and solutions can better serve our clients. Provides information and sometimes attends business reviews with the account management team. Collaborates closely with cross-functional teams at IDeaS to drive better results. Ensures knowledge of other opportunities that client can take advantage of (consulting partnerships, ongoing training, and education, etc.) When new products and services are sold to existing clients, works with internal teams to ensure these solutions are implemented, adopted, and understood. Partners with Account Management, to act as an escalation point for the client to ensure smooth maintenance of the successful business relationship. Maintain knowledge of the IDeaS product solutions and their business application, including business issues that they solve. Ensures they remain certified in IDeaS solutions. When applicable, assists clients with system functions such as 'what if' analysis. Participate in Client Success University to continue education and where applicable, achieve areas of specialty (other products, markets, hotel types, etc.) Learn new products and business solutions as they become available. Mentor new team members as required. Manage workload effectively to tackle most urgent revenue issues first. Is supremely effective at all stages of Client Journey, including new clients and clients that have been with us for decades. Performs other duties as assigned.

What you'll bring to us...

Has a direct impact on Client success and revenues. Requires commercial savvy and clear understanding of customer goals and revenue drivers. Bachelor's degree in business, Statistics, Finance, Hospitality, or related industry. Fluency in English, Mandarin and Japanese (Intermediate level and above) 5+ years of business experience. Knowledge of concepts such as forecasting, optimization, pricing, and more, is required. Ideal candidate will have experience with the hotel industry (corporate and operations) and revenue management in a large-scale business. One or the other is strongly encouraged. Client Success experience with multiple clients, often multiple brands, and global reach. Strong business acumen with the ability to assess current strategies, identify trends, and anticipate their impact. Strong technical experience, understanding how automated solutions solve business problems. Usually prefer experience where multiple systems and complex integrations are at play. Ability to gather, analyze, interpret, and present quantitative and qualitative information. Strong data and analytical skills Ability to manage multiple, and sometimes conflicting priorities. Strong self-organization capability. Excellent written, verbal, and interpersonal communication skills. Ability to present arguments to both line-level employees and all the way up to executive level. Ability to vary presentation styles to impact audience. Ability to work and learn independently. Highly successful at remote environments and effective with multiple modes of communication (calls, emails, chat, etc.) Good command of written and spoken English, Mandarin, and Japanese Ability to effectively manage escalations, communications, provide workarounds, and more. Experience with software as a service technology solution environment Experience in collaborating closely with other internal teams such as Sales, Account Management, Product, Marketing, and more). Training and Change Management expertise required to continue delivering information to client and imbed in their business practices. Prefer knowledge of Salesforce.

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.

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