Customer Success Manager | Field Service Management, Telco at IFS NORTH AMERICA INC

Itasca, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

145000.0

Posted On

24 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Relationship Management, Project Management, Communication, Technical Fluency, Business Value Assessment, Stakeholder Engagement, Delivery Methodology, KPI Tracking, Empathy, Collaboration, Problem Solving, Customer Advocacy, Operational Planning, Trust Building, Listening Skills

Industry

Software Development

Description

Company Description IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge. 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 understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. 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. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference. If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS. Job Description A Customer Success Manager (CSM) 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-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. An IFS CSM will partner directly with customer stakeholders to recognize existing and emerging needs, coordinate the evaluation, ideation, and enablement of IFS solutions; garnering input and feedback from customers. Essential Duties and Accountabilities: • Understands and interprets the customer’s business and IT strategy to identify opportunities for IFS to support value creation. • Applies broad knowledge of IFS solutions to align offerings with customer objectives. • Operates independently and contributes insights to influence customer planning and decision-making. • Builds trusted relationships with mid-to-senior level stakeholders and supports engagement with C-suite decision-makers. • Demonstrates empathy and understanding of stakeholder perspectives to guide solution alignment. • Contributes to the development and maintenance of the customer relationship map. • Manages moderately complex delivery programs within enterprise environments. • Applies working knowledge of IFS tooling (BVA tools, Scope Tool) and core product capabilities. • Technically fluent; supports collaboration between customer business and technical teams. • Uses industry accelerators to support efficient delivery. • Identifies delivery issues early and escalates appropriately. • Supports renewal conversations and showcases IFS product value. • Collaborates with sales to identify growth opportunities. • Develops Success Plans linked to customer objectives and SUNs. • Tracks basic KPIs to demonstrate value realization. • Anticipates customer needs and advocates for their feedback. • Encourages VOC (Voice of Customer) participation and monitors CSAT. • Supports internal coordination to resolve basic issues early. • Promotes customer satisfaction and reference ability. • Takes initiative to execute and update Success Plan activities tied to customer objectives. • Manages Success Unit (SU) consumption within planned scope. • Ensures compliance with IFS revenue recognition rules. • Maintains high standards in deliverables and communications. • Demonstrates foundational understanding of one IFS core industry. • Builds trust-based relationships with customer stakeholders. • Communicates clearly and effectively at various organizational levels. • Curious and proactive in understanding customer needs and market. • Demonstrates working knowledge of IFS Applications. • Fluent in English and local language (written and spoken). • Collaborates with internal IFS experts to support customer outcomes. What We’re Offering Salary Range: $130,000-$145,000, plus 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 Qualifications Required Education & Experience: Essential: • IFS Delivery project experience in customer-facing roles. • Strong acumen on delivery methodology and delivery service offerings • Ability to lead through influence and trust. • Fluent knowledge of the Business Value Assessment (BVA) tools and overall process. • Renewal process and engagement required to secure revenue. • Operational business plan with proper KPI’s to be measured. This includes use of operational suns as per contract agreement. • Leading executive steering committee meetings with customers and communication to IFS SLT on progress. • Customer references and regular reporting through the VOC process. • Communication with sales on any potential upsell opportunities. Communication with Global Delivery,SLT on any potential escalations needed. • Fluency in English and local language (verbal and written). • Ability to navigate within other IFS departments such as support, R&D, and sales. • Passion for creating strong and trusted customer relationships, with a focus satisfaction and exceeding expectations. • Bachelor’s degree, master’s degree or equivalent work experience in a relevant field. • Technically literate and familiar with customer engagement technologies, best industry practices and trends. • Active listening, strong interpersonal communications, and relationship building • Excellent communication and relationship management skills. • Experience in building, maintaining, and evolving relationship with executive Desirable: • Domain knowledge of IFS Applications. • Prior experience in similar role preferred Additional Information We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer IFS Referral Bonus Code: SH Job Location: Hybrid

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Responsibilities

The Customer Success Manager is responsible for ensuring customer success through effective leadership and management of program deliveries. They will build strong relationships with customers to drive satisfaction and loyalty while supporting their digital journey.