Customer Success Manager | Manufacturing, ERP
About The Position
The Customer Success Manager is a customer-facing role responsible for customer success through leadership and orchestration of a large virtual team, management of program deliveries, and development of strong senior customer relationships. The role focuses on customers’ successful adoption and productive use of IFS products and services, helping them discover new features and become long-term users. The manager understands customer outcomes, drives satisfaction and loyalty, supports value realization based on why the solution was purchased, and helps customers advance their digital journey through modernization.
Requirements
- Delivery project experience in customer-facing roles; IFS experience preferred.
- Industry depth and experience in multiple industries, including Manufacturing.
- Familiarity with industry trends, operating KPIs, and value drivers.
- Strong understanding of delivery methodology and delivery service offerings.
- Ability to lead through influence and trust internally and externally with customers and partners.
- Knowledge of Business Value Assessment (BVA) tools and process.
- Understanding of subscription services and the ability to support service and license renewal processes.
- Fluency in English and the local language, verbally and in writing.
- Passion for building trusted customer relationships, improving satisfaction, and exceeding expectations.
- Bachelor’s degree, master’s degree, or equivalent work experience in a relevant field.
- Active listening, strong interpersonal communication, and relationship-building skills.
- Excellent communication and relationship management skills.
- Experience building, maintaining, and evolving relationships with executives.
- Domain knowledge of IFS Applications.
Nice To Haves
- Experience in customer-facing delivery project roles with IFS.
Responsibilities
- Lead and orchestrate a large virtual team and manage program deliveries.
- Build and maintain strong relationships with senior customer stakeholders and partners.
- Drive customer adoption and productive use of IFS products and services.
- Understand customer desired outcomes and support value realization and digital modernization.
- Identify and action delivery-related risks for IFS customers across IFS-led and Partner-led delivery.
- Develop value metrics and measure the outcomes of the success program with customers or partners.
- Support renewals of services and licenses, engaging as needed to secure revenue.
- Lead executive steering committee meetings with customers and communicate progress to IFS senior leadership.
- Secure customer references and provide regular reporting through the VOC process.
- Coordinate with Sales on potential upsell opportunities.
- Communicate with Global Delivery senior leadership regarding potential escalations.
- Navigate and collaborate with IFS departments including Support, R&D, and Sales.
Benefits
- Flexible paid time off, including sick and holiday.
- Medical, dental, and vision insurance.
- 401K with company contribution.
- Flexible spending accounts.
- Life insurance and disability benefits.
- Tuition assistance.
- Community involvement and volunteering events.
- Bonus.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
