IDeaS Support Manager, Enterprise
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Job Location:
Bloomington - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Description
Passionate people. Loyal clients. Leading solutions.
With a rich culture of creative collaboration and professional growth IDeaS team members build successful careers with us.
IDeaS is proud to be a global powerhouse of innovation and excellence; challenge and reward. No matter where were working our teams come together to create leading revenue management solutions that accelerate our clients growth through revenue optimization.
The IDeaS Support Manager Enterprise serves as a strategic technical advisor to clients ensuring timely resolution of support issues and enhancing client satisfaction. This role coordinates internal resources manages client communications and maintains issue tracking throughout the lifecycle. The Support Manager sets clear expectations escalates critical concerns and collaborates with Enterprise Success Managers to drive resolution for our clients and continuous improvement for our teams.
What youll be doing...
- Acts as a technical and analytical advisor to IDeaS clients on support-related activities.
- Facilitates the timely and sufficient resolution of all client issues and request communications (outside business hours for business-critical problems as appropriate).
- Documents issue information during the issue life cycle and provides status updates for all outstanding issues.
- Sets internal and external expectations on issue resolution timelines.
- Co-ordinates IDeaS resources as required to deliver support services. Keeps internal and external stakeholder groups informed of problems suggestions and general comments and concerns related to the software the business domain and the account as appropriate.
- Routinely builds knowledge of IDeaS systems processes and specialized technical and analytical domain knowledge with an understanding of the business problems that are addressed by IDeaS applications and/or solutions.
- Applies expertise in multiple areas of the IDeaS products and systems to help clients understand and solve their specific business problems vision of business solutions unique requirements and operational capabilities and limitations.
- Keeps informed of other vendors products and coordinates with vendors to report and resolve problems and obtain information.
- Communicates with clients on support items and manages regular support calls.
- Informs Enterprise Success Manager of impactful support issues and escalates issues to the Success Manager where necessary.
- Suggests manages and implements special projects to assist Enterprise Success Manager users and/or other teams.
- Analyzes and presents data around user engagement user configuration system settings and suboptimal revenue management trends to identify opportunities to improve system usage.
- Performs other duties as assigned.
What youll bring to us
- Bachelors in Business Travel Management (Hospitality) Information Management or related field.
- 5 years of experience problem solving within a software support function.
- Demonstrated success in gathering analyzing interpreting and presenting quantitative and qualitative information.
- Past success selecting and applying methods and tools to easily interpret large data sets and provide actionable outcomes.
- Ability to manage multiple sometimes conflicting priorities.
- Strong written verbal and interpersonal communication skills.
- Excellent organizational skills.
- Experience with Technical Support Service-Level Agreements (SLAs) and ticketing systems.
- Ability to travel up to 5-10% per month.
- Proficient in Microsoft Excel Word and Outlook.
- Possess exceptional communication skills with the ability to effectively engage and convey information to both internal and external executives.
- Ability to work and learn independently.
- Ability to work in a fast-paced global team environment remotely.
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. Whether youre launching a new career or expanding your current one IDeaS is a company where you can balance great work with all other aspects of your life.
At IDeaS we also aspire to live our values each day by being Accountable Curious Passionate and Authentic. And we continue our quest to build a more inclusive environment that attracts represents and provides a place for diverse ideas unique perspectives and authentic voices.
Additional Information:
To qualify applicants must be legally authorized to work in the United States and should not require now or in the future sponsorship for employment visa status.
SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights.
Equivalent combination of education training and relevant experience may be considered in place of the education requirement stated above.
Resumes may be considered in the order they are received.
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.
#IDeaS
#LI-Hybrid
Required Experience:
Manager
Key Skills
- SAAS
- Customer Service
- Cloud
- Healthcare
- Account Management
- CRM
- Salesforce
- Infrastructure
- Client Relationships
- New Customers
- Territory
- Trade shows
- Sales Goals
- Sales Process
- Analytics
About Company
SAS Talent is an executive search firm catering to talent acquisition efforts of the clients spread across Engineering, IT, telecom, consumer durable and new age media.
