• Build, mentor, and lead a high-performing, cross-functional regional team comprising Customer Success Managers (CSMs), Digital Success Managers (DSMs), CS/PD Directors, and a network of contingent/contract workers toward outcomes for a high volume of small accounts • Lead a large team through an evolving process, tooling, and coverage models utilizing differentiated approaches (pooled/one to many) for various individuals and our smallest customers • Set the strategic direction for regional operations, ensuring alignment between the commercial goals (retention, revenue growth) and pedagogical goals (implementation fidelity, student outcomes) • Direct the hiring, onboarding, and continuous development of full-time staff and the contingent workforce • Oversee the execution of the entire small contract, high-volume post-sales lifecycle • Partner with regional leaders to ensure timely, high-quality delivery of PD services across all customer segments • Drive regional revenue growth by securing high renewal rates, identifying expansion opportunities, and increasing customer lifetime value (CLTV)

• Supports Clients and Providers' needs while focusing on driving product and solutions usage. • Provides platform training, client support, and advisement. • Acts as a front-line technical support for client administrators. • Develops a broad understanding of client’s needs in order to meet expectations. • Owns the process for collecting data from partners for use across all teams. • Keeps clients informed of feature updates and process changes. • Manages process to confirm enrollments with partners.

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. The IDeaS Support Manager, Enterprise serves as a strategic technical advisor to clients, ensuring timely resolution of support issues and enhancing client satisfaction. This role coordinates internal resources, manages client communications, and maintains issue tracking throughout the lifecycle. The Support Manager sets clear expectations, escalates critical concerns, and collaborates with Enterprise Success Managers to drive resolution for our clients and continuous improvement for our teams. What you'll be doing... Acts as a technical and analytical advisor to IDeaS' clients on support-related activities. Facilitates the timely and sufficient resolution of all client issues and request communications (outside business hours for business-critical problems as appropriate). Documents issue information during the issue life cycle and provides status updates for all outstanding issues. Sets internal and external expectations on issue resolution timelines. Co-ordinates IDeaS resources, as required, to deliver support services. Keeps internal and external stakeholder groups informed of problems, suggestions, and general comments and concerns related to the software, the business domain, and the account, as appropriate. Routinely builds knowledge of IDeaS systems, processes, and specialized technical and analytical domain knowledge with an understanding of the business problems that are addressed by IDeaS applications and/or solutions. Applies expertise in multiple areas of the IDeaS products and systems to help clients understand and solve their specific business problems, vision of business solutions, unique requirements, and operational capabilities and limitations. What you'll bring to us... Bachelors in Business, Travel Management (Hospitality), Information Management or related field. 5+ years of experience problem solving within a software support function. Demonstrated success in gathering, analyzing, interpreting, and presenting quantitative and qualitative information. Past success selecting and applying methods and tools to easily interpret large data sets and provide actionable outcomes. Ability to manage multiple, sometimes conflicting priorities. Strong written, verbal, and interpersonal communication skills. Excellent organizational skills. Experience with Technical Support Service-Level Agreements (SLAs) and ticketing systems. Ability to travel up to 5-10% per month. Proficient in Microsoft Excel, Word, and Outlook. Possess exceptional communication skills, with the ability to effectively engage and convey information to both internal and external executives. Ability to work and learn independently. Ability to work in a fast-paced, global team environment remotely. We Support Who You Are.... As a global company, we strive to create an inclusive environment where diverse perspectives spark innovation and meet the challenges of an evolving world. Whether you're launching a new career or expanding your current one, IDeaS is a company where you can balance great work with all other aspects of your life. At IDeaS, we also aspire to live our values each day by being Accountable, Curious, Passionate and Authentic. And we continue our quest to build a more inclusive environment that attracts, represents and provides a place for diverse ideas, unique perspectives, and authentic voices. 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. SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights . Equivalent combination of education, training, and relevant experience may be considered in place of the education requirement stated above. 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. #IDeaS #LI-Hybrid

• Monitor partner performance and connectivity health using dashboards and KPIs (bookings, revenue, parity, rate visibility, etc.); escalate and coordinate corrective actions as necessary • Assist with RFP processes to ensure Choice hotel inventory and content is visible and optimized across partner platforms • Assist in partner governance, steering committees and quarterly business reviews that demonstrate program performance, connectivity health, and joint growth initiatives • Build and maintain strong working relationships with partner operations, product and commercial contacts; act as a reliable day-to-day partner advocate for Choice • Prepare and present operational and performance reports for partners and internal stakeholders (e.g. hotel segment leaders); translate data into clear, actionable recommendations to improve yield and partner satisfaction • Lead incident management and service recovery efforts, ensuring timely root-cause analysis and remediation • Manage technical onboarding and enablement for assigned partners, coordinating testing to ensure robust connectivity, mapping, rate parity and content quality • Serve as the primary operational contact for partner technical teams during implementation and ongoing operations; validate go-live readiness and post-launch stability • Create and maintain partner connectivity playbooks, runbooks and technical documentation to standardize implementations and troubleshooting • Maintain accurate account and pipeline data in Salesforce; produce reliable forecasts and provide weekly/monthly revenue updates to leadership • Participate in sales, brand, product and system training • Support account strategies, detailed action plans and specific follow-up activities