Customer Success Manager

IFS is a billion-dollar revenue company with 6000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service.

At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers, but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS!

Role description

A Customer Success Manager will take the customer facing role and is responsible for customer success through the leadership and effective orchestration of a large virtual team, management of program deliveries and strong senior customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of IFS products and services, helping customers discover new features and enabling them to become long-term users. The Customer Success Manager is front-and-centre with our customers, understanding their desired outcomes, driving customer satisfaction and loyalty through a strong relationship and leveraging business outcomes by value realization on the fundamental reason why the solution was purchased and supporting their digital journey through modernisation and empowering them to achieve more.

Responsibilities

• Streamline the interaction between the customer and IFS aligned with a tailored customer journey to leverage a value-added customer experience across all moments that matter.
• Be the Voice of the customer (VoC) encompasses the gathering and understanding of all streams of feedback to improve the quality and experience of delivered services and be the internal catalyst of improvements initiatives.
• Partnering with the core account team or the Lifetime Value team to build and retain strategic customer relationships, across both business and technical functions at the most senior levels of the customer organization.
• Profound knowledge of the Global Customer Services Portfolio.
• Profound knowledge of the Global Customer Services operating processes and procedures.
• Engaging and strengthening relationships with key customer decision makers / sponsors / influencers to align delivery priorities in support of their strategy.
• Ownership of and accountability for the end-to-end delivery plan – driving customer success and operational health, realizing customer business outcomes, and digital transformation while leveraging product value, product usage expansion and generation of use cases.
• Identify and drive new sales opportunities (up/cross sell) in cooperation with Lifetime Value function or the Core Account team.
• Serve as the primary contact in the customer success management team in solving complaints and addressing service or product issues.
• Be the customer advocate, continuously working in their best interest to maximize business outcomes and value realization based on the client business and processes understanding supported by product usage and users data insights.
• Establish regular cadence with customers to measure progress against the Customer Success Plan (CSP) and to identify new asks and/or wants on behalf of the customer.
• Be able to develop and provide business reviews with C-level executives, practitioners, and other management with your customers.
• Reach out to customers, interact with users, and/or conduct focus group meetings to work on solutions and lead into decisions.
• Must live the IFS Values.

Qualifications

• Solution expertise in the Aerospace & Defense Sector.
• Ability to lead through influence and trust.
• Fluency in English and local language (verbal and written).
• Passion for creating strong customer satisfaction.
• Technically literate and familiar with customer engagement technologies, best practices and trends.
• Excellent communication and relationship management skills.

Additional Information

• Strong leadership skills - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.
• Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management).
• Relationship Building - Adopts a “human first” approach to all activities and able to put themselves in the customers' shoes. Understands customers’ needs, clear communication and customer commitment.
• Management skills: Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.
• Experience in a customer centric role generating software customer value with quick time to value realization • Passion for creating a strong customer satisfaction.
• Prescriptive approach - Uses a prescriptive approach to drive customer decisions and align key stakeholders towards action including challenging customers to change course when needed.
• Commercially Aware - Both in terms of understanding the customer's business as well as the commercial relationship between IFS and its customer.
• Proactive Problem Solving - Proactively manages and owns the work process to drive desired outcomes, prioritizes work by focusing on what’s important.
• Product and use-case knowledge - Knowledge of supported products and being able to identify how they solve key use cases and challenges for the customers.
• Domain knowledge - Knowledge around industry trends and best practices and how to apply them to the customers.
• Cross-functional collaboration - Effectively collaborates.