The Director of Customer Success is responsible for driving service revenues, with a strong emphasis on lifetime and recurring revenue as defined in our Global Customer Services portfolio. Directing a team of Project & Program Managers, and Customer & Partner Success Managers. This will be achieved by developing a loyal and satisfied customer base, building sustainable and growing revenues, championing our ‘Partner First’ strategy, accelerating our strategic intent and ensuring we provide excellent employee experiences by:
- Management and delivery of a comprehensive P&L against the annual budget and monthly forecasts.
- Delivering the transition to a primarily recurring revenue service model within the respective Region while protecting the integrity of IFS and the Global Customer Services (GCS) organization.
- Advocating global consistency: standard tools, methodologies, processes, and service offerings.
- Working in partnership with matrix functions globally.
- Champion the IFS and Global Customer Services strategy, encouraging the teams’ development and contribution to the same.
- Driving quality and integrity in the performance of the Market Unit GCS team, maximizing recurring, predictable and profitable business for IFS.
- Strengthening our position to scale through trusted relationships with local, regional and global partners.
- Establish strategic relationships across the matrix organization to make certain we deliver incremental value for our customers.
The primary objective of the Director, of Customer Success is to ensure that performance metrics are met while protecting the integrity of our Global Customer Services organization. This means establishing a professional practice that drives quality through predictable outcomes and results for Customers and IFS.
- In collaboration with the Market Unit Sales team and the GCS Services Sales Support team, develop the go-to-market and demand generation strategy and approach for Professional Services, Premium Engagements and Maintenance; jointly pursue and close sales opportunities with a focus on the services components.
- Make certain that we craft services contracts that we can fulfill by offering standard services and solutions, through which we can deliver the agreed outcome.
- Drive standardization and industrialization of the Services delivery model through the enforcement of global service agreements, templates, tools, and other assets.
- Ensure we are achieving high services coverage (attach rate of Maintenance, Premium Engagements, Professional Services) in our pursuit to make every customer an advocate.
- Provide effective leadership to the Market Unit Customer Services team, driving performance, engagement and personal ownership of development and career satisfaction.
- Operate with a high level of transparency and accuracy.
- Serve as the point of escalation regarding any and all Customer services interaction within the Market Unit, taking ownership of the Customer experience and potential impact for the business.
To be successful you will:
- Be a result-orientated individual with a history of high-performance management and building sustainable profitability.
- Must have several prior experiences with full lifecycle ERP implementation.
- Have previously developed (hiring, coaching, performance managing) and built successful teams.
- Exhibit aptitude in strategic decision-making, effectively balancing and prioritizing fluid business objectives.
- Be comfortable with C-Level communication (both internal and external).
- Drive discipline, quality and consistency of performance and process throughout the organization.
- Thrive in a dynamic, ever-changing, geographically varied, and matrixed work setting, while working cohesively with culturally diverse teams.
- Show initiative and proactive behavior in your approach.
- Stay well-informed about GCS services and the overarching IFS strategy, setting an example for your team to do the same.
Additional qualifications:
- A progressive career in Management, particularly in customer-centric roles, covering areas like Professional Services, Consulting Delivery, Customer Success, and/or Customer Support.
- Previous experience in managing a Business Unit with a P&L responsibility for annual revenues exceeding US$ 10 million.
- Demonstrable business acumen substantiated by a history of sustained achievements.
- Language proficiency in both English and Chinese.
- Exceptional verbal and written communication skills, complemented by proficiency in strategic planning.
- Capability to collaborate across various functions and geographical locations, in a setting that prioritizes deadlines and results.
- Willingness to travel as needed.
