What you’ll be doing…

Aumente sus posibilidades de llegar a la fase de entrevista leyendo la descripción completa del puesto y enviando su solicitud sin demora.
Client Relationship Management and Retention

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- 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

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- 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

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- 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

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- Demonstrate strong business acumen, understanding client revenue drivers and strategic goals.

- Stay informed on industry trends, clients' system landscapes, and strategies to ensure solutions align with business needs.

- Persuade clients to make necessary changes to achieve optimal results, supported by business cases and use cases.

Cross-Functional Collaboration and Internal Feedback

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- Partner with internal cross-functional teams to enhance client success and satisfaction.

- Represent the voice of the client and provide internal feedback to improve IDeaS products and solutions.

- Apply lessons from past experiences to enhance service delivery, collaborating with internal teams to improve processes and outcomes.

Professional Development and Mentorship

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- Participate in client events, such as conferences and training sessions, as applicable.

- Perform other duties as assigned.





- Mentor new team members as needed.

- Engage in continuous learning to further develop knowledge and skills.

What you’ll bring to us…

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- 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, interpret, and present both quantitative and qualitative information.

- Good technical knowledge, with an understanding of how automated solutions address business challenges—preferably with experience in systems integrations.

- Demonstrated proactive problem-solving skills, including effective escalation management and risk mitigation.

- Ability to manage escalations, provide workarounds, and collaborate on solutions.

- Strong commercial insight and a clear understanding of client goals and revenue drivers.

- Business acumen to assess client strategies, identify trends, and anticipate impacts on client success.

- Excellent written, verbal, and interpersonal communication skills, with the ability to present to a variety of stakeholders.

- Proficiency in written and spoken English for clear and professional client communication.

Who we are....

Passionate people. Loyal clients. Leading solutions.

With a rich culture of creative collaboration and professional

📌 IDeaS Success Manager (Madrid)
🏢 IDeaS
📍 Madrid