ob Description
Customer Success Management is a global practice, operating at a local level with ultimate customer proximity. The Customer Success function needs to work holistically in two-dimensions; across the entire customer lifecycle and across the product and service portfolio, thus creating a single-point of accountability into the Global Customer Services operating model.
Role description
A Customer Success Manager will take the customer facing role and is responsible for customer 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 Customer Success Manager is front-and-centre with our customers, 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 modernisation and empowering them to achieve more.
Responsibilities
- Streamline the interaction between the customer and IFS aligned with a tailored customer journey to leverage a value-added customer experience across all moments that matter
- Be the Voice of the customer (VoC) encompasses the gathering and understanding of all streams of feedback to improve the quality and experience of delivered services and be the internal catalyst of improvements initiatives
- Partnering with the core account team or the Lifetime Value team to build and retain strategic customer relationships, across both business and technical functions at the most senior levels of the customer organization.
- Profound knowledge of the Global Customer Services Portfolio
- Profound knowledge of the Global Customer Services operating processes and procedure
- Engaging and strengthening relationships with key customer decision makers / sponsors / influencers to align delivery priorities in support of their strategy
- Ownership of and accountability for the end-to-end delivery plan – driving customer success and operational health, realising customer business outcomes, and digital transformation and at the same time leverage product value, product usage expansion and generation of use cases.
- Identify and drive new sales opportunities (up/cross sell) in cooperation with Lifetime Value function or the Core Account team.
- Serve as the primary contact in the customer success management team in solving complaints and addressing service or product issues
- Be the customer advocate, continuously working in their best interest to maximise business outcomes and value realisation based on the client business and processes understanding supported by product usage and users data insights
- Establish regular cadence with customers to measure progress against the Customer Success Plan (CSP) and to identify new asks and/or wants on behalf of the customer
- Be able to develop and provide business reviews with C-level executives, practitioners, and other management with your customers
- Reach out to customers, interact with users, and/or conducts focus group meetings to work on solutions and lead into decisions
- Must live the IFS Values
Qualifications
Essential:
- Ability to lead through influence and trust
- Fluency in English and local language (verbal and written)
- Passion for creating a strong customer satisfaction
- Bachelor’s degree, Master’s degree or equivalent work experience in a relevant field
- Technically literate and familiar with customer engagement technologies, best practices and trends
- Excellent communication and relationship management skills
Desirable:
- Domain knowledge of IFS Applications.
- Prior experience in similar or sales role in preferred.
- Experience in building, maintaining, and evolving relationship with executives.
Additional information
Overall Required Competence
- Strong leadership skills - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations
- Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management)
- Relationship Building - Adopts a “human first” approach to all activities and able to put themselves in the customers shoes. Understands customers’ needs clear communication and customer commitment.
- Management skills: Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required
- Experience customer centric role generating software customer value with quick time to value realization • Passion for creating a strong customer satisfaction
- Prescriptive approach - Uses a prescriptive approach to drive customer decisions and align key stakeholders towards action including challenging customers to change course when needed.
- Commercially Aware - Both in terms of understanding the customers business as well as the commercial relationship between IFS and its customer.
- Proactive Problem Solving - Proactively manages and owns the work process to drive desired outcomes, prioritizes work by focusing on what’s important.
- Product and use-case knowledge - Knowledge of supported products and being able to identify how they solve key use cases and challenges for the customers.
- Domain knowledge - Knowledge around industry trends and best practices and how to apply them to the customers.
- Cross-functional collaboration - Effectively collaborates
