Regional Chief Customer Officer, Americas

IFS•Itasca, IL

3d•$200,000 - $250,000•Hybrid

About The Position

The Regional Chief Customer Officer is responsible for driving customer success, value realization, and long‑term account growth across a portfolio of partner‑led customers who do not hold direct service agreements with IFS. This senior leader acts as the strategic steward of the customer relationship on behalf of IFS, ensuring that customers achieve measurable outcomes from their IFS solutions while working collaboratively with partners who deliver implementation, support, and ongoing services. The role requires a blend of executive presence, ecosystem leadership, commercial acumen, and deep understanding of the IFS product suite. The Regional CCO ensures that customers remain successful, referenceable, and aligned with IFS’s long‑term roadmap—even when day‑to‑day service delivery is owned by partners.

Requirements

10+ years of enterprise customer leadership experience in SaaS, ERP, EAM, FSM, or related enterprise software.
Proven success in partner‑led or channel‑driven models with complex customer ecosystems.
Strong executive communication skills with the ability to influence without direct authority.
Deep understanding of IFS solutions or comparable enterprise platforms.
Experience managing escalations and navigating complex customer environments.
Strategic, analytical, and commercially minded with a track record of driving account growth.

Responsibilities

Customer Advocacy for Partner-Led Accounts Champion customer outcomes by ensuring each account achieves measurable business value from IFS solutions.
Develop executive relationships with customer leadership teams to understand strategic priorities, risks, and growth opportunities.
Partner Ecosystem Leadership Collaborate with partner organizations to ensure high‑quality delivery, adoption, and support across all assigned accounts.
Establish joint success plans with partners that align customer goals, partner responsibilities, and IFS strategic interests.
Monitor partner performance and escalate systemic issues that may impact customer satisfaction or IFS brand reputation.
Promote best practices for partner‑led delivery models across the region.
Risk & Escalation Management Act as the executive escalation point for customer issues that cannot be resolved through partner channels.
Assess systemic risks across the partner‑led ecosystem and implement preventative strategies.
Safeguard customer satisfaction for these Partner-led accounts by ensuring transparency, accountability, and timely resolution of critical issues.