Premium Solutions Manager

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Facilitate the successful execution of projects for strategic and premium clients through exceptional operational execution, product guidance, and workflow management.

• Establish reliable operational relationships primarily with the deal execution team while ensuring credibility with other stakeholders as necessary.

• Support clients throughout the onboarding process, project launches, migrations, and other critical phases of their projects.

• Conduct regular check-ins with the client team and the internal sales account owner to identify potential issues early on, before they escalate.

• Utilize AI-assisted and traditional tools to proactively detect risks, errors, or friction points before they manifest as client-reported issues.

• Provide clients with advice on best practices regarding setups, permissions, workflows, governance structures, Q&A processes, reporting, and user management.

• Investigate client issues to determine root causes rather than just addressing symptoms, and resolve them directly or suggest practical workarounds.

• Manage operations within the data room, including user invitations, permissions setup, redaction, translation, migrations, exports, and Q&A configuration, either directly or by coordinating with the Professional Services team.

• Collaborate with Sales, Product, Customer Support, Legal, Security, Professional Services, and Operational teams to efficiently resolve client-critical issues.

• Ensure that all client requests, actions, decisions, escalations, and follow-up items are accurately documented.

• Share patterns of recurring issues, workarounds, and best practices with the Customer Support, Sales, and Product teams.

• Contribute indirectly to retention and expansion outcomes by enhancing client experience, product adoption, operational confidence, and trust in Ideals.

⛳️ Requirements

• Over 2 years of experience in a Solutions Manager, Account Manager, Technical Account Manager, Sales Engineer, or Customer Support role, preferably supporting high-stakes or deadline-driven B2B clients.

• Ability to thrive in fast-paced, high-pressure environments where deadlines are measured in hours rather than weeks.

• Clear and confident communicator, capable of simplifying complex technical issues both in writing and during live conversations.

• Naturally client-focused, possessing strong emotional intelligence and the discernment to know when to guide, execute, or escalate.

• Excellent analytical and problem-solving abilities, with a talent for identifying root causes and providing real solutions rather than just high-level advice.

• Highly organized and proactive self-starter, adept at managing multiple concurrent priorities without close supervision.

• Native-level proficiency in English; proficiency in additional business languages is an advantage.

🏝️ Benefits

• Remote-first flexibility to create your ideal workday.

• Budget for home workplace setup.

• Coverage for co-working expenses.

• Personal IT budget for additional equipment.

• Access to top-tier technology and AI-powered tools.

• Enrollment in Ideals Academy, offering numerous courses.

• Investment in external learning and development activities.

• Assistance in creating a Personal Development Plan.

• Coverage for professional literature and subscriptions.

• Support for your passions as a speaker or writer.

• Opportunities for internal talent mobility.

• Comprehensive health insurance for US employees, including a 401(k) matching program.

• Reimbursement for mental health activities.

• Funding for sports competitions.

• 20 business days of annual leave.

• Paid time off for health-related matters.

• Budget for meetups with your local team.

• Generous internal referral program.