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.
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.
Ensure high levels of client satisfaction, measured through NPS scores, feedback, and case management data. 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.
Collaborate with internal teams to ensure smooth implementation, adoption, and understanding of newly sold products and services.
Persuade clients to make necessary changes to achieve optimal results, supported by business cases and use cases.
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.
Bachelor's degree in Business, Statistics, Finance, Hospitality, or a related field.
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 Hospitality Technology industry experience.
Fluent in French and English
Strong data and analytical skills, with the ability to gather, analyse, interpret, and present both quantitative and qualitative information.
Demonstrated proactive problem-solving skills, including effective escalation management and risk mitigation.
Strong commercial insight and a clear understanding of client goals and revenue drivers.
Proficiency in written and spoken English for clear and professional client communication.
IDeaS is proud to be a general powerhouse of innovation and excellence; 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. To qualify, applicants must be legally authorized to work in the United Kingdom or Spain, 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.
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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📌 IDeaS Success Manager (Madrid)
🏢 IDeaS
📍 Madrid