IDS Next - Regional Manager - Customer Success

Description:

Client Implementation & Engagement:

- Manage end-to-end ERP implementation projects, ensuring timely delivery, quality assurance, and client satisfaction.

- Maintain strong post-implementation relationships to drive product adoption, client retention, and satisfaction.

- Consistently achieve high Net Promoter Scores (NPS) through proactive client engagement.

Regional Operations & Resource Management:

- Plan and execute monthly site visits for implementation, training, and review.

- Optimise resource allocation for support, rollouts, and training activities.

- Collaborate with internal teams to resolve technical issues and manage escalations.

Financial Performance & Collections:

- Meet collection targets for new implementations within stipulated timelines.

- Drive renewals and collections for Annual License Renewals (ALR) and Annual Maintenance Contracts (AMC).

Technical & Analytical Expertise:

- Use Microsoft Excel for project tracking, reporting, and data analysis.

- Apply SQL for troubleshooting and database queries in coordination with technical teams.

- Working knowledge of Zoho Projects & Zoho Books preferred.

Leadership & Team Development:

- Lead and mentor the regional professional services and support team to ensure high performance.

- Cultivate a collaborative and customer-focused team culture.

- Monitor team productivity, service quality, and adherence to operational processes.

SKILLS:

- Experience: years of professional experience, including at least 3+ years in the hospitality sector (preferably hotel operations or ERP implementation).

- Language: To be fluent in south Indian languages

- Proven experience in managing regional teams and client-facing roles in hospitality technology.

- Proficiency in MS Excel and SQL is essential.

- Working knowledge of Salesforce CRM and familiarity with Zoho Projects and Zoho Books is highly desirable.

- Hospitality industry candidates are preferred