Job Description

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The Customer Success Manager, otherwise known as an IDeaS Success Manager (ISM) plays a pivotal role in driving the long-term success, satisfaction, and retention of IDeaS clients by ensuring optimal implementation, configuration, and adoption. With expertise in IDeaS solutions, revenue management, and client relationship management, the ISM is responsible for providing clarity and innovation to the client experience. This ISM acts as a trusted advisor, balancing client needs with company objectives, proactively addressing challenges to foster strong, sustainable client partnerships and support clients fully leverage their investment in IDeaS solutions. This role is ideal for seasoned professionals experienced in SaaS, hospitality, or revenue management with a strong technical foundation and commercial acumen. You must be a Native Mandarin speaking professional to be considered for this position.
What you'll be doing...

• Client Relationship Management and Retention

• Manage the client relationship post-sale, supporting the implementation team and onboarding process.
• Drive client retention through proactive engagement and ongoing support.
• Establish trusted, strategic advisor relationships with clients to drive continued value recognition of IDeaS products and services.
• Develop tailored action plans to address open issues, enhance client experience, and improve satisfaction.
• Take ownership of client success, monitor NPS scores, and help clients recognize the ROI of their investment.
• Client Support and Escalation Management

• Proactively address support challenges by providing thorough documentation and solution options, ensuring smooth escalation management, and prioritizing high-risk items.
• Monitor client usage, engagement, and configuration adjustments, recommending improvements as necessary.
• Communicate technical information clearly and effectively to clients, ensuring optimal solution adoption.
• Ensure high levels of client satisfaction, measured through NPS scores, feedback, and case management data. Monitor feedback and create action plans to address issues.
• Effectively manage workload to prioritize the most urgent revenue-related issues.

• Product Knowledge, Change Management, and Solution Adoption

• Guide clients through change management processes, system updates, and the adoption of new solutions to ensure optimal utilization.
• Communicate application features, product updates, and new releases to clients, guiding them toward full adoption.
• Collaborate with internal teams to ensure smooth implementation, adoption, and understanding of newly sold products and services.
• Maintain up-to-date expertise in IDeaS solutions and their business applications.

• Business and Industry Insights

• Demonstrate strong business acumen, understanding client revenue drivers and strategic goals.
• Stay informed on industry trends, clients' system landscapes, and strategies to ensure solutions align with business needs.
• Persuade clients to make necessary changes to achieve optimal results, supported by business cases and use cases.

• Cross-Functional Collaboration and Internal Feedback

• Partner with internal cross-functional teams to enhance client success and satisfaction.
• Represent the voice of the client and provide internal feedback to improve IDeaS products and solutions.
• Apply lessons from past experiences to enhance service delivery, collaborating with internal teams to improve processes and outcomes.

• Professional Development and Mentorship

• Participate in client events, such as conferences and training sessions, as applicable.
• Perform other duties as assigned.
• Mentor new team members as needed.
• Engage in continuous learning to further develop knowledge and skills.

What you'll bring to us...

• Must be a Native Madarin Speaker
• Minimum of 5 years of business 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).
• Strong data and analytical skills, with the ability to gather, analyse, interpret, and present both quantitative and qualitative information.
• Good technical knowledge, with an understanding of how automated solutions address business challenges--preferably with experience in systems integrations
• Demonstrated proactive problem-solving skills, including effective escalation management and risk mitigation.
• Ability to manage escalations, provide workarounds, and collaborate on solutions
• Strong commercial insight and a clear understanding of client goals and revenue drivers
• Business acumen to assess client strategies, identify trends, and anticipate impacts on client success.
• Excellent written, verbal, and interpersonal communication skills, with the ability to present to a variety of stakeholders
• Proficiency in written and spoken English for clear and professional client communication.

Who we are....
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.
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 Singapore, and should not require, now or in the future, sponsorship for employment visa status.
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.
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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Skills Required