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 general 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, interpr

📌 IDeaS Success Manager (Madrid)
🏢 IDeaS
📍 Madrid