Premium Solutions Manager

Role Overview

• Enable strategic and premium clients through high-touch operational execution, product guidance, and workflow coordination.
• Build trusted operational relationships with client stakeholders and become a dependable point of contact for project setup, product usage, and practical client needs.
• Guide clients during onboarding, project launch, migrations, and other critical project phases.
• Advise clients on best-practice setup, permissions, workflows, governance structures, Q&A processes, reporting, and user management.
• Analyze client usage, project-room setup, and recurring questions to identify practical risks, blockers, or adoption gaps.
• Investigate non-standard client issues, clarify root causes, and propose practical next steps or workarounds.
• Coordinate with Sales, Customer Success, Product, Technical Support, Legal, Security, Professional Services, and Operations to resolve client-critical matters efficiently.
• Ensure accurate documentation of client requests, actions, decisions, escalations, and follow-up items.
• Share recurring client issues and operational feedback with relevant internal teams.
• Delivering and automating custom reports/workflows with AI
• Delivery of bulk data manipulation/user invitation/reduction/translation/etc. services, either by themselves or by coordinating professional service team
• Contribute to retention and expansion outcomes indirectly by improving client experience, product adoption, operational confidence, and trust in Ideals.

Requirements

• Minimum of 2 years of work experience as a Solutions Manager or Account Manager, or a Customer Support role
• Customer-driven personality with empathetic and emotional intelligence skills
• Problem solving skills and a resolution-focused mindset
• Excellent communication, interpersonal, and presentation skills
• Strong relationship-building skills and the ability to adapt to a client’s communication style
• Analytical skills and attention to detail
• Passion for international cooperation and professional development
• Readiness and enthusiasm to take on additional tasks when necessary, along with a responsible and proactive work ethic
• Entrepreneurial in nature with a proactive approach
• Native-level proficiency in English
• Nice to have: SaaS, financial, fintech, or information security industry background

Benefits

• Remote-first flexibility to shape your ideal workday
• Home workplace budget
• Co-working expense coverage
• Individual IT budget for extra equipment
• Top-tier tech and AI-powered tools
• Access to Ideals Academy with numerous courses
• Investment in external learning and development activities
• Guidance in Personal Development Plan creation
• Professional literature and subscriptions coverage
• Support of your passion as a speaker or writer
• Internal talent mobility opportunities
• 100% employer-paid health insurance for US employees with a 401(k) match program
• Mental health activities reimbursement
• Funding for sports competitions
• 20 business days of annual leave
• Paid health-related time off
• Budget for meetups with your local team
• Generous internal referral program