Premium Solutions Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Facilitate the successful execution of projects for strategic and premium clients through comprehensive operational support, product advice, and workflow management.

• Establish trustworthy operational relationships primarily with the deal execution team while maintaining credibility with other stakeholders as needed.

• Assist clients during onboarding, project initiation, migrations, and other essential project phases.

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

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

• Provide clients with recommendations on optimal setup, permissions, workflows, governance structures, Q&A processes, reporting, and user management.

• Investigate client issues to identify root causes rather than mere symptoms and resolve them directly or suggest practical alternatives.

• Manage operations within the data room, including user invitations, permissions setup, redaction, translation, migrations, exports, Q&A configuration, and more, 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 address client-critical matters.

• Ensure thorough documentation of client requests, actions taken, decisions made, escalations, and follow-up items.

• 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

• A minimum of 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.

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

• Exceptional communicator, capable of simplifying complex technical issues in both written form and live discussions.

• Client-focused individual with strong emotional intelligence and the ability to discern when to guide, when to take action, and when to escalate issues.

• Strong analytical and problem-solving capabilities, adept at identifying root causes and providing genuine solutions, rather than just high-level advice.

• Highly organized and proactive self-starter, comfortable juggling multiple priorities without close oversight.

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

🏝️ Benefits

• Flexibility to work remotely and tailor your ideal workday.

• Budget for home workplace setup.

• Coverage for co-working expenses.

• Individual IT budget for additional equipment.

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

• Enrollment in Ideals Academy with a variety of courses.

• Investment in external learning and development initiatives.

• Assistance in creating a Personal Development Plan.

• Coverage for professional literature and subscriptions.

• Support for your passion as a speaker or writer.

• Opportunities for internal talent mobility.

• Customized Wellness Package to support your physical and mental health.

• Funding for participation in sports competitions.

• Paid time off for health-related matters.

• 25 business days of annual leave.

• Contribution to the NEST pension program.

• Budget for team meetups with your local team.

• Generous internal referral program.