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 landsca
📌 IDeaS Success Manager (Madrid)
🏢 IDeaS
📍 Madrid