Customer Success Manager

Job Description

A Customer Success Manager will take the customer facing role and is responsible for 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 Success Manager is front-and-center with our customers and partners, 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.

Qualifications

• Previous experience in Service Delivery or Project Delivery in a customer-facing role.
• Industry depth and experience in either Field Service Management, Manufacturing, Telco, Energy & Utilities, or Aerospace and Defense.
• Familiarity and perspective on respective industry-related trends, operating KPIs, and value drivers.
• Strong acumen on delivery methodology and delivery service offerings.
• Own and intently focused on IFS end-customer experience with products and services; noting that some products and services influencing the experience are from third-parties and / or Partners.
• Highlighting and actioning delivery-related risk at IFS’s end-customers for both IFS-led delivery and Partner-led delivery.
• Ability to lead through influence and trust internally within IFS and externally with Customers and Partners.
• Knowledge of the Business Value Assessment (BVA) tools and overall process.
• Ability to develop Value Metrics and measure the outcome of the Success program with the Customer or Partner.
• Understanding of subscription services and able to support renewal process of services and licenses with engagements required to secure revenue.
• Leading Executive Steering Committee meetings with customers and provide updates to IFS Senior Leadership Team on progress.
• Highly-driven to secure IFSreferences and regular reporting through the Voice-Of-Customer process.
• Maintain the revenue margin for the assigned Success accounts.
• Drive utilization for the subscribed services.
• Communication and collaboration with Sales on any potential upsell and cross-sell opportunities.
• Communication with Global Delivery Senior Leadership Team on potential escalations.
• Ability to navigate within other IFS departments such as Support, R&D, and Sales.
• Passion for creating strong and trusted customer relationships, with a focus satisfaction and exceeding expectations.
• Active listening, strong interpersonal communications, and relationship building.
• Excellent communication and relationship management skills.
• Experience in building, maintaining, and evolving relationships with executives.
• Strong business acumen.
• Bachelor’s degree, master’s degree or equivalent work experience in a relevant field.
• Fluency in both English and Japanese (verbal and written).
• Domain knowledge of IFS Applications would be a plus.