Regional Manager of Client Success

Team Management

• Supports and enables the team to follow a consultative approach to drive long-term success, satisfaction, and growth of our clients.
• Provides updates to senior management and act as an escalation point.
• Fosters collaboration with other departments to drive internal projects and process improvements.
• Manages team resources.
• Hires, onboards, and mentors new team members and take ownership of the performance management process for existing team members.
• Fosters a positive work environment, supports career development, and provides performance feedback.
• Encourage learning initiatives to ensure high levels of product and market knowledge.
• Adds to team concerns and ensures engagement levels remain high.

Client Relationship Management and Retention

• Manages the client relationship post-sale, supporting the implementation team and onboarding process.
• Drives client retention through proactive engagement and ongoing support.
• Establishes trusted, strategic advisor relationships with clients to drive continued value recognition of IDeaS products and services.
• Develops tailored action plans to address open issues, enhance client experience, and improve satisfaction.
• Takes ownership of client success, monitors NPS scores, and helps clients recognize the ROI of their investment.

Client Support and Escalation Management

• Proactively addresses support challenges by providing thorough documentation and solution options, ensuring smooth escalation management, and prioritizing high-risk items.
• Maintains monitoring of client usage, engagement, and configuration adjustments, recommending improvements as necessary.
• Communicates technical information clearly and effectively to clients, ensuring optimal solution adoption.
• Ensures high levels of client satisfaction, measured through NPS scores, feedback, and case management data.
• Makes and creates action plans to address issues.

Product Knowledge, Change Management, and Solution Adoption

• Guides clients through change management processes, system updates, and the adoption of new solutions to ensure optimal utilization.
• Communicates application features, product updates, and new releases to clients, guiding them toward full adoption.
• Collaborates with internal teams to ensure smooth implementation, adoption, and understanding of newly sold products and services.
• Maintains up-to-date expertise in IDeaS solutions and their business applications.

Business and Industry Insights

• Demonstrates strong business acumen, understanding client revenue drivers and strategic goals.
• Stays informed on industry trends, clients' system landscapes, and strategies to ensure solutions align with business needs.
• Persuades clients to make necessary changes to achieve optimal results, supported by business cases and use cases.

Cross-Functional Collaboration and Internal Feedback

• Partners with internal cross-functional teams to enhance client success and satisfaction.
• Represents the voice of the client and provides internal feedback to improve IDeaS products and solutions.
• Applies lessons from past experiences to enhance service delivery, collaborating with internal teams to improve processes and outcomes.

Professional Development and Mentorship

• Participates in client events, such as conferences and training sessions, as applicable.
• Contributes to company-wide initiatives and ensures alignment of Client Success with the company’s strategic plan.
• Engages in continuous learning to further develop knowledge and skills.

Additional Responsibilities

• Participates in client-related projects or implementations to ensure smooth execution.
• Sets client goals aligning with company objectives through strategic planning with the Account Manager.
• Engages with client stakeholders (IT to user to Exec) to foster trusted advisor relationships.
• Assumes a consultative role in dealing with technical and analytical issues.
• Prepares and delivers presentations to clients at varying levels in their organization.