Customer Success Manager | Manufacturing
$125,000–$140,000 year
HybridItasca, Illinois, United States
EXPIREDItasca, Illinois, United StatesHybridFull Time$125,000–$140,000 yearSenior LevelInformation Technology And ServicesLarge
Full TimeSenior LevelLargeInformation Technology And Services
Job Summary
Lead customer-facing success by orchestrating a large virtual team, managing program deliveries, and driving customer adoption of IFS products. Own the end-customer experience, highlight delivery risks across GCS and Partner-led engagements, and lead executive steering committee meetings. Develop value metrics, secure renewals, and communicate with Sales and Global Delivery SLT on escalations and upsell opportunities. Maintain strong relationships with customers, partners, and internal departments while navigating industry trends and KPIs. Fluent in English and local language required.
Required Qualifications
- Delivery project experience in customer-facing roles (IFS preferred)
- Industry depth and experience in multiple industries, including but not limited to Manufacturing
- Has familiarity and perspective on respective industry-related trends, operating KPIs, and value drivers
- Strong acumen on delivery methodology and delivery service offerings
- Owning and intently focused on IFS end-customer experience with products and services
- Highlighting and actioning delivery-related risk at IFS's end-customers for both IFS GCS-led delivery as well as Partner-led delivery
- Ability to lead through influence and trust both internally within IFS and externally with Customers and Partners
- Knowledge of the Business Value Assessment (BVA) tools and overall process
- Ability to develop Value Metrics and measure the outcome of the Success program with the Customer or Partner
- Understanding of subscription services and able to support renewal process of both services and licenses with engagement required to secure revenue
- Leading executive steering committee meetings with customers and communication to IFS SLT on progress
- Driven to secure IFS references and regular reporting through the VOC process
- Communication and collaboration 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
- Bachelor's degree, master's degree or equivalent work experience in a relevant field
- Active listening, strong interpersonal communications, and relationship building
- Excellent communication and relationship management skills
- Experience in building, maintaining, and evolving relationships with executives
- Domain knowledge of IFS Applications
Desired Qualifications
- Passion for creating strong and trusted customer relationships, with a focus satisfaction and exceeding expectations
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