Customer Success Manager – Manufacturing

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as the primary point of contact for customers, ensuring their success.

• Lead and efficiently coordinate a large virtual team.

• Oversee program deliveries and manage relationships with senior customers.

• Foster successful customer adoption and effective utilization of IFS products and services.

• Assist customers in exploring new features and transitioning into long-term users.

• Comprehend the desired outcomes for customers and promote satisfaction and loyalty.

• Aid customers in their digital transformation journeys.

• Identify and address delivery-related risks for both IFS and partner-led initiatives.

• Create value metrics and assess Success program outcomes in collaboration with customers or partners.

• Facilitate renewal processes for services and licenses to ensure revenue security.

• Lead executive steering committee meetings and relay progress to IFS senior leadership.

• Obtain customer references for IFS and provide regular Voice of Customer (VOC) reports.

• Collaborate with Sales to identify potential upsell opportunities.

• Communicate with Global Delivery senior leadership regarding potential escalations.

• Navigate and work in conjunction with Support, R&D, and Sales departments.

⛳️ Requirements

• Experience in delivery projects within customer-facing roles (preferably at IFS).

• Depth of industry experience across multiple sectors, including Manufacturing.

• Familiarity with industry trends, operational KPIs, and value drivers.

• Strong understanding of delivery methodologies and service offerings.

• Ability to lead by influencing and building trust internally within IFS and externally with Customers and Partners.

• Proficiency in Business Value Assessment (BVA) tools and the overall process.

• Capability to develop Value Metrics and evaluate Success program outcomes.

• Knowledge of subscription services and experience in supporting renewal processes for services and licenses.

• Proven experience in leading executive steering committee meetings.

• Proficient in English and the local language, both verbal and written.

• Ability to navigate IFS Support, R&D, and Sales departments effectively.

• Strong listening skills, interpersonal communication, and relationship-building abilities.

• Excellent communication and relationship management skills.

• Experience in establishing, maintaining, and evolving relationships with executives.

• Domain expertise in IFS Applications.

• Bachelor’s degree, master’s degree, or equivalent work experience in a related field.

🏝️ Benefits

• Flexible paid time off, encompassing sick leave and holidays.

• Comprehensive medical, dental, and vision insurance.

• 401K plan with company contributions.

• Flexible spending accounts available.

• Life insurance and disability benefits provided.

• Tuition assistance offered.

• Opportunities for community involvement and volunteering events.

• Flexible and hybrid work options available.