Customer Success Manager
1 week ago
Company Description
IFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters-at the Moment of Service.
At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.
We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.
By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.
If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.
**Job Description**:
We seek a Customer Success Manager in the Middle East for our ESM organisation across MEA. The function comprises provides expertise, oversight and deep industry knowledge supporting our customers in their journey with IFS assyst.
A Customer Success Manager will take the customer-facing role and is responsible for customer success through the leadership and effective orchestration of the involved teams, the ESM BU leadership and relevant stakeholders. 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-center 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 modernization and empowering them to achieve more.
**Qualifications**:
- 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 ESM product and offerings
- Profound knowledge of 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, realizing customer business outcomes, and digital transformation and at the same time leverage product value, product usage expansion and generator 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 maximize business outcome and value realization based on the client business and processes understanding supported by product usage and user behaviours 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 to decsions
- Must live the IFS Values
Additional Information
At IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues.
With professionalism and a str
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