Customer Success Manager
Customer Success Manager
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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 longterm users. The Success Manager is frontandcenter 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 customerfacing role.
- Industry depth and experience in either Field Service Management Manufacturing Telco Energy & Utilities or Aerospace and Defense.
- Familiarity and perspective on respective industryrelated trends operating KPIs and value drivers.
- Strong acumen on delivery methodology and delivery service offerings.
- Own and intently focused on IFS endcustomer experience with products and services; noting that some products and services influencing the experience are from thirdparties and/ or Partners.
- Highlighting and actioning deliveryrelated risk at IFSs endcustomers for both IFSled delivery and Partnerled 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.
- Highlydriven to secure IFS references and regular reporting through the VoiceOfCustomer 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 crosssell 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.
- Bachelors degree masters 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.
Additional Information :
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
