Premium Solutions Manager (USA)

Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in the secure business collaboration market. Trusted by over 2,000,000 users from 300,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours.

Ideals Virtual Data Room (VDR): Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions.

Ideals Board: Board and leadership collaboration platform for faster, safer, and more compliant decision-making.

Our Customer Success team has been crucial in driving a high level of customer satisfaction and securing our Market Leader status on G2 for 5 consecutive years. We're looking for a skilled and customer-focused Premium Solutions Manager to join our team from the Boston, NYC, or Chicago area. These locations are specific since our Field Sales teams are growing in these areas but the position itself is fully remote.

In this role, your primary objective will be to provide exceptional post-sales support to clients, working closely with the Field Sales teams across the US. We are seeking a tech-savvy individual with a keen analytical mindset, capable of comprehending and communicating complex issues in a clear and concise manner.

This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment.

The base compensation for this role will likely be between $75,000 to $90,000, with total compensation between $100,000 to $110,000.

• 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.

• 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

• Outside of the box 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

• SaaS, financial, fintech, or information security industry background

• Screening call with the Talent Acquisition Specialist (~45 mins)

• Competency-based interview with the Talent Acquisition Specialist (60 mins)

• Role play with the Hiring Manager (45 mins)

• Hiring Manager interview (60 mins)

We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.

• 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

Commitment, Excellence, Collaboration, Trust and Care are core values to the Ideals team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we create a team where talents feel at ease and work to the best of their abilities.

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Ideals is an equal opportunity employer

At Ideals, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you need assistance or an accommodation due to a disability, you may inform us in the 'Additional information' field when submitting your application.