Solution Success Consultant

2 months ago

Marlow, United Kingdom IDeaS Full time

:
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 we’re working, our teams come together to create leading revenue management solutions that accelerate our clients’ growth through revenue optimization.

**Now we just need you**

**Summary**:
The overall goal of this role will be to show clear ownership for the Solution being successfully implemented as defined, address risks identified pre and post-sale and serve as the bridge between the client and IDeaS’ teams, taking on a consultative approach to ensuring the client gets the support they need to build confidence.

**Primary Responsibilities**:
With a focus on assigned clients' success with their pilot or initial implementation/ installations of an IDeaS product or add-on product or service:

- Strategizes with Sales/ IDeaS Account Management (IAM) account owner on objectives for customer meetings, understands how this activity relates to overall plan and provides functional solution leadership for sales opportunities.
- Partner with Solution Engineering in pre-sale phase to align IDeaS solutions with clients' goals.
- Builds a trusted relationship with the Account Executive/Sales/ IAM team member who owns the opportunity and the Solution Engineer (where engaged) and primary client contact.
- Aligns client focus of any challenges and ongoing measurement of success back to business value of proposed solution and set proper expectations to ensure customer satisfaction.
- Partners with Solution Engineering during discovery meetings to collect, analyze, clarify, and document business requirements during the sales cycle to support the implementation team and to produce a detailed solution proposal.
- Works proactively with cross-functional team members within IDeaS to ensure knowledge transfer to IDeaS’ teams who will implement the solution as defined (i.e., Project Management) and those who will be responsible for training clients on the defined solution.
- Partner with Product, Technology and Product Success on any development and/ or scripting requirements to support client implementation. Agrees commercial impacts thereof with Commercial Owner.
- Follows-up proactively on identified risks to ensure a plan is created to resolve risks and ensures client and IDeaS teams understand the solution and rationale.
- Keeps track of any new risks identified through the process and ensures any commercial impacts are communicated to the Commercial Owner (Sales/ IAM)
- During the Pilot phase, works directly with Client teams to define and implement Corporate Standards.
- Works directly with prospective clients, Sales, and Solution Engineering to define Pilot Success Criteria and measurement.
- Supports measurement of success criteria as agreed with Client.
- Partners closely with Client Project Management and Service Delivery teams to plan Pilot timeline and activation activities.
- Works directly with Account Management and Client/Enterprise Relationship Management and Service Delivery teams on client handover from Client Project Management after successful Pilot and estate roll out.
- Partners with SE to document final agreed Solution Summary for client-facing purposes.
- Communicates with Account Management, Client/Enterprise Relationship Management on hurdles overcome in Pilot to ensure smooth transition of account ownership.
- Shows clear ownership and accountability for successful implementation of the client on the defined IDeaS solution(s)

**Ongoing**: Participates in product and solution training to acquire and maintain a detailed level of product knowledge of core components of IDeaS offerings and assigned solution areas, how each solution addresses business challenges, competitive information to identify how our solution stands apart, and what challenges/limitations may be encountered.

**Additional Responsibilities**:

- Participates in workshops during requirements and design sessions
- Participates in solution positioning
- Liaise with sales, pre-sales, technical support, and product management to determine best action to implement solution at customer environment
- Work closely with Product and Technology leaders to size and document requirements for customizations required to make client successful
- Networks with senior internal and external personnel in own area of expertise

Knowledge, Skills and Abilities
- 5+ years of experience in hospitality/distribution ideally and revenue management with 3+ year(s) of experience working with automated revenue management systems.
- Good problem solving, organizational, decision-making written, oral and interpersonal skills
- Working knowledge of PMS (property management systems), CRS (central reservation systems), Channel Management, and other hotel systems and onw

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