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,

📌 IDeaS Success Manager (Comunidad de Madrid)
🏢 IDeaS
📍 Comunidad de Madrid