Founded in 1989, IDeaS is the premier technology partner for revenue cycle management. The Company's mission is to deliver innovative analytics solutions that unleash the power of pricing to improve total revenue performance for hospitality and other select industries. IDeaS is a fully owned subsidiary of SAS, operating independently since the acquisition in 2008. The Company's leadership is stable, strong and impressive. As a global leader in decision systems technology solutions, IDeaS has industry-leading revenue management solutions for business of all types and sizes in the global hospitality and travel industries. The Company transforms the right data into clear and actionable insight, so that their clients can price, forecast and report with speed and confidence, improving business performance. The IDeaS team has been committed for almost 30 years to ensuring revenue management software is user-friendly, insightful and profitable in every way. IDeaS is undergoing an exciting growth period focused on continued innovation and focus on customer journey and long-term partnership. Quick Facts: Founded in 1989, acquired by SAS in 2008 Pioneered automated hotel revenue management 10,000+ clients worldwide Solutions used to price over 1.6 million rooms in 124 countries Driving more than 1,000 decisions per minute 400+ team members Headquartered in Minneapolis, MN, USA with offices in North and South America, the UK, Europe, Middle East, Africa, Australia and Asia Global Technology Center in Pune, India Values & Leadership Team: Authenticity: We're genuine, we're transparent and we lead with integrity. Accountability: We're responsible, do things right and exceed what's expected. Curiousity: We're relentless problem solvers, unafraid to challenge assumptions by being creative and forward-thinking. Passionate: We're dedicated to our clients, each other and what we do. We're committed to excellence and thrive on meaningful work. Given the enormous market growth, IDeaS, while a leader in the space, is up to the challenge of challenging the status quo and rising to the opportunity to provide even higher quality client success. KEY RESPONSIBILITIES The Chief Client Officer works with the organization to earn the right to client-driven growth. The ideal leaders will work with the leadership team across the organization to embed behaviors and actions that unite the organization in focusing on client priorities. The manner of doing business honors employees and clients resulting in a sustainable, repeatable and deliberate one-company growth approach. The Chief Client Officer will work as a change agent inside of IDeaS influencing cross-company alignment on how to deliver the greatest value to client. He/she will serve alongside the executive team, ideating and designing new programs and systems to improve client experience. IDeaS is initiating a confidential search for a Chief Client Officer (CCO) to continue the growth trajectory while moving IDeaS to a new level of performance, retention and client satisfaction. IDeaS is committed to moving the overall customer experience to the next level of excellence; ensuring retention and satisfaction of its clients and a true value added relationship in which the IDeaS team becomes a trusted business partner that add value across innovation and development and future technology roadmap instead of a vendor. As a visionary, customer centric, driven executive and inspirational leader, the Chief Client Officer will have the responsibility to increase client retention and growth by serving as the Voice of the Customer and building a world class client success organization. The client success group will be both an immediate impact organization and one that is operationally sound and that will scale as the company grows. As a member of the executive team, she/he will develop and roll-out a focused strategy, supporting existing accounts and by approaching the relationship with purpose to improve client satisfaction and NPS scores as well as increase the opportunity to serve as a strategic partner going forward. The Chief Customer Officer will be responsible for: client retention; client satisfaction; and cross-sell/upsell sales opportunities transitioned from the sales team. To achieve these objectives, the CCO will manage the 10,000+ current clients as well as onboarding and managing new clients on the growth path to 20,000 clients. Specific responsibilities include: Leads an organization that ensures every touch point, every experience that clients have in their journey with IDeaS is consistent, of high quality and high valued built on courageous and professional interactions driving trust, transparency and partnership. Creates a persistent focus on clients in the actions the company takes and drive a client first and client is always right notion across the company. Establishes and implements the approaches to understand what customers value, client satisfaction, net promoter score, client loyalty retention and return on investment (ROI). Drive organization to a fact based KPI driven approach. Proactively and systematically monitors levels of agreed KIPs and leads development of tools, techniques and processes that drive systematic improvements in KPIs. Spearheads efforts in establishing client advisory councils and regular events for executives and users. Oversees and coordinates all worldwide client service, account management and service delivery activities in line with the company's standards and objectives establishing a common approach and process for driving work across her/his organization. Budgets and controls all service related costs constantly striving to find innovative ways to deliver more at a lower cost. Drive efficiency, reliability of execution and cost containment. Supports leaders in their role as cultural leaders in the transformation journey. Drives the use of tools and technology to service the needs of the client and the organization. Architect the customer Global Client Engagement model (success/account management) organization and solutions to leverage and scale in support of IDeaS growth targets. Listen and understand the current clients wins and challenges and put key solutions in front of clients to stay ahead of their business and anticipate new needs. Attract, retain and lead a high performing team with the ability to rise to growth opportunities as the business scales. PROFESSIONAL EXPERIENCE/QUALIFICATIONS The Chief Client Officer will have broadly based progressive experience in a large, high growth enterprise software or technology company. The successful candidate will have a proven track record of leading and growing large-scale client success/customer success organizations. Additional qualifications: 15+ years of experience including at least five years leadership of a North America or global software client success or customer success organization. Proven track record leading a technology business of scale, $100M + in revenue with significant growth year over year. Experience in leading, managing and growing an organization of over 100 people in a scalable fashion for a multi-faceted, sales organization while consistently increasing revenues and leading with a service oriented perspective. The ideal candidate will have experience in both general management and operational excellence and sales leadership, owning and driving a large global revenue number as well as operations experience, leadership in both direct and matrixed organizations and comfort level leading through influence. . Ability to understand and implement the highest-leverage activities toward winning big deals. A history of building and leading best-in-class sales teams by creating loyalty, trust, and commitment to organizational goals. Both a strategic and tactical executive with a clear ability to act as a change agent and professionally, and resourcefully, make an impact on the organization. Strong planning, financial and analytical skills; proven ability to apply these skills with deft business acumen to complex situations with competing priorities. Outstanding organizational leadership skills - strong written and oral communication skills, customer and vendor relationships, employees at all levels, treats people with respect. A leader that builds through teamwork, a motivator. Practices a disciplined process for developing talent on an ongoing basis. The Chief Client Officer will be charismatic and possess emotional intelligence, a strong understanding of the customer journey and passion for client service. S/he will possess the following characteristics: A passion for the customer experience and problem-solving. Ability to listen, keep pace and stay ahead of the customer needs and industry trends A strong customer focus and ability to effectively and quickly build relationships and establish trust, respect, and communication. A strong balance of strategic and tactical skills, with a high level of intellectual agility and capacity for original thought leadership; a clear ability to act as a change agent and professionally, and resourcefully, make an impact on the organization. An enthusiastic, high-energy and motivating leader who is visibly passionate and capable of inspiring an organization. Highly entrepreneurial, with a high level of energy, dedication, and an unrelenting drive to succeed and win. The ability and interest in rolling up his/her sleeves and diving into the details. Extremely comfortable with customer interaction and building customer relationships with a strong point of view of what customers want/need. Ability to successfully partner and cultivate relationships with the Sales, Product, Engineering and Services teams. Year One Success: Build C-level relationships at the top 5 clients Build business plan for advisory practice Defining a vision and program around customer 1st organization Build internal respect/credibility to influence across the organization with a focus on sales, product, engineering and client success EDUCATION An undergraduate degree is required in business, marketing, management, or computer science; an MBA or related graduate degree is desirable. Want to stay up to date with IDeaS culture, products and jobs? Follow us on LinkedIn 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. IDeaS/SAS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Equivalent combination of education, training, and relevant experience may be considered in place of the education requirement stated above. The level of this position will be determined based on the applicant's education, skills and experience. 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.
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