Director, Enterprise Client Success

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!
Summary
Responsible for managing the implementation of customer success management strategies to increase both the effectiveness and efficiency of our enterprise support programs. Develops programming to support the company's customer retention and renewal strategy.
Major Responsibilities

• Directly manages Client Success Managers and Client Support Managers.
• Determines client assignments; set and review performance goals and establishes priorities for all reporting staff
• Develop procedures and guidelines to support complete client success management processes.
• Serve as an advisor and resource to team members and management in all aspects of client success management skills and techniques, policies and procedures, IDeaS solutions, market trends, and formulation of resolutions and responses related to unusual complex problems and exceptions.
• Assumes a leadership role in collaborating with other IDeaS departments to improve the client experience by making suggestions for process enhancements and educating their staff.
• Participates with Client Success Managers, Client Support Managers and support staff in client calls and presentations, goal identification, evaluation of account needs, and design of appropriate strategies.
• Monitors new staff during their initial training program period and evaluates their skills throughout the program based on training objectives; identifies internal training needs and makes recommendations where appropriate.
• Keeps abreast of client success management methodologies and practices.
• Delivers timely and accurate reports to management.
• Performs other duties as assigned.

Requirements

• Bachelors in Business, Travel Management (Hospitality), Information Management or related field.
• 10+ years of experience problem solving utilizing technical and analytical resources.
• 5+ years of people management
• Demonstrated success in gathering, analyzing, interpreting, and presenting quantitative and qualitative information.
• Demonstrated ability to effectively allocate resources to meet departmental objectives.
• Ability to manage multiple, sometimes conflicting priorities.
• Demonstrated knowledge of the hospitality and/or travel sector.
• Ability to work in a fast-paced global team environment.
• Ability to travel as need - domestic and international

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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