Senior Customer Success Manager, Telecom - Field Service Management

Ifs-posted 8 months ago
$130,000 - $150,000/Yr
Full-time • Mid Level
Itasca, IL
Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
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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.

  • Lead the customer success initiatives through effective orchestration of a large virtual team.
  • Manage program deliveries and maintain strong senior customer relationships.
  • Drive customer satisfaction and loyalty by understanding customer desired outcomes.
  • Support customers in the successful adoption and productive use of IFS products and services.
  • Help customers discover new features and become long-term users.
  • Highlight and action delivery-related risks for both IFS and Partner-led deliveries.
  • Lead executive steering committee meetings with customers.
  • Communicate progress to IFS Senior Leadership Team (SLT).
  • Secure IFS references and report through the Voice of Customer (VOC) process.
  • Collaborate with Sales on potential upsell opportunities.
  • Communicate with Global Delivery SLT on any potential escalations needed.
  • Delivery project experience in customer-facing roles (IFS preferred).
  • Industry depth and experience in Field Service Management & Telco industries, preferred.
  • Familiarity with industry-related trends, operating KPIs, and value drivers.
  • Strong acumen on delivery methodology and service offerings.
  • Ability to lead through influence and trust both internally and externally.
  • Knowledge of Business Value Assessment (BVA) tools and overall process.
  • Ability to develop Value Metrics and measure outcomes of the Success program.
  • Understanding of subscription services and support renewal processes.
  • Fluency in English and local language (verbal and written).
  • Excellent communication and relationship management skills.
  • Experience in building and evolving relationships with executives.
  • Master's degree or equivalent work experience in a relevant field.
  • Domain knowledge of IFS Applications.
  • Salary Range: $130,000-$150,000 plus 30% bonus.
  • Flexible paid time off, including sick and holiday.
  • Medical, dental, & vision insurance.
  • 401K with Company contribution.
  • Flexible spending accounts.
  • Life insurance and disability benefits.
  • Tuition assistance.
  • Community involvement and volunteering events.
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