Customer Success Manager

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

Requirements

• Solution expertise in the Aerospace & Defense Sector
• Ability to lead through influence and trust
• Fluency in English and local language (verbal and written)
• Passion for creating strong customer satisfaction
• Technically literate and familiar with customer engagement technologies, best practices and trends
• Excellent communication and relationship management skills