Customer Success Manager | Manufacturing

IFS•Itasca, IL

3d•Hybrid

About The Position

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.

Requirements

Delivery project experience in customer-facing roles (IFS preferred).
Industry depth and experience in multiple industries, including but not limited to Manufacturing.
Familiarity and perspective on respective industry-related trends, operating KPIs, and value drivers.
Strong acumen on delivery methodology and delivery service offerings.
Owning 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.
Ability to lead through influence and trust both 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 both services and licenses with engagement required to secure revenue.
Fluency in English and local language (verbal and written).
Passion for creating strong and trusted customer relationships, with a focus satisfaction and exceeding expectations.
Bachelor’s degree, master’s degree or equivalent work experience in a relevant field.
Active listening, strong interpersonal communications, and relationship building.
Excellent communication and relationship management skills.
Experience in building, maintaining, and evolving relationships with executives.
Domain knowledge of IFS Applications.

Nice To Haves

Industry depth and experience in Manufacturing.

Responsibilities

Orchestrate a large virtual team.
Manage program deliveries.
Maintain strong senior customer relationships.
Ensure customers' successful adoption and productive use of IFS products and services.
Help customers discover new features and become long-term users.
Understand customer desired outcomes.
Drive customer satisfaction and loyalty through strong relationships.
Leverage business outcomes by value realization.
Support customer digital journeys through modernization.
Empower customers to achieve more.
Highlight and action delivery-related risks at IFS’s end-customers for both IFS GCS-led delivery as well as Partner-led delivery.
Lead executive steering committee meetings with customers.
Communicate progress to IFS SLT.
Secure IFS references and regular reporting through the VOC process.
Communicate with Sales on potential upsell opportunities.
Communicate with Global Delivery SLT on potential escalations.
Navigate within other IFS departments such as Support, R&D, and Sales.
Create strong and trusted customer relationships, with a focus on satisfaction and exceeding expectations.