Job Description

We seek a Customer Success Manager in the United States for our ESM organization. The function provides expertise, oversight and deep industry knowledge supporting our customers in their journey with IFS assyst.

A Customer Success Manager will take the customer-facing role and is responsible for customer success through the leadership and effective orchestration of the involved teams, the ESM BU leadership and relevant stakeholders. 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-center 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 modernization and empowering them to achieve more.

**Essential Duties & Responsibilities **

1. 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
2. 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
3. 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.
4. Profound knowledge of the ESM product and offerings
5. Profound knowledge of Customer Services operating processes and procedure
6. Engaging and strengthening relationships with key customer decision makers / sponsors / influencers to align delivery priorities in support of their strategy
7. Ownership of and accountability for the end to end delivery plan – driving customer success and operational health, realizing customer business outcomes, and digital transformation and at the same time leverage product value, product usage expansion and generator of use cases.
8. Identify and drive new sales opportunities (up/cross sell) in cooperation with Lifetime Value function or the Core Account team.
9. Serve as the primary contact in the customer success management team in solving complaints and addressing service or product issues
10. Be the customer advocate, continuously working in their best interest to maximize business outcome and value realization based on the client business and processes understanding supported by product usage and user behaviours data insights
11. 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
12. Be able to develop and provide business reviews with C-level executives, practitioners, and other management with your customers
13. Reach out to customers, interact with users, and/or conducts focus group meetings to work on solutions and lead to decsions
14. Must live the IFS Values

Qualifications

• 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, Database administrators and Data Scientist).
• 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 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 customers 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 with other colleagues and teams to drive customer outcomes and company outcomes

Required Education & Experience

Essential:

• 5 or more years’ experience managing and driving value in large enterprise level accounts
• Ability to lead through influence and trust
• Fluency in English and local language (verbal and written)
• Passion for creating a strong customer satisfaction
• Bachelor’s degree, Master’s degree or equivalent work experience in a relevant field
• Technically literate and familiar with customer engagement technologies, best practices and trends
• Excellent communication and relationship management skill

Desirable:

• Domain knowledge of IFS Applications

Additional Information

At IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues.

With professionalism and a strong customer focus in everything we do, from R&D to Sales and Consultancy, we are proud to serve world-class customers all over the globe with our leading products.

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

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer