Customer Success Manager – Manufacturing

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

📋 Description

• Act as the primary point of contact for customers in the role of Customer Success Manager.

• Foster customer success by leading and coordinating a substantial virtual team.

• Oversee program deliveries and senior-level customer relationships.

• Promote effective adoption and utilization of IFS products and services.

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

• Grasp customer goals and enhance satisfaction and loyalty.

• Achieve business value based on the rationale behind the solution's purchase.

• Aid customers in their digital modernization journeys.

• Influence stakeholders among customers, partners, and internal teams.

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

• Create value metrics and evaluate the outcomes of the Success program.

• Facilitate renewal processes for services and licenses.

• Lead executive steering committee meetings and relay progress to the IFS Senior Leadership Team (SLT).

• Obtain IFS references and communicate findings through the Voice of Customer (VOC) process.

• Work alongside Sales to identify potential upsell opportunities.

• Engage with the Global Delivery SLT regarding possible escalations.

• Collaborate effectively with Support, R&D, and Sales departments.

⛳️ Requirements

• Experience in delivering projects within customer-facing roles (IFS experience preferred).

• In-depth industry knowledge across multiple sectors, including Manufacturing.

• Awareness of industry trends, operational KPIs, and value drivers.

• Strong understanding of delivery methodologies and service offerings.

• Ability to lead through influence and build trust both internally and externally.

• Familiarity with Business Value Assessment (BVA) tools and their processes.

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

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

• Experience in leading executive steering committee meetings.

• Skill in obtaining IFS references and reporting through the VOC process.

• Ability to partner with Sales on identifying upsell opportunities.

• Proficiency in communicating with the Global Delivery SLT concerning escalations.

• Fluency in English and the local language, both verbally and in writing.

• Competence in navigating Support, R&D, and Sales departments.

• A passion for building strong and trusted customer relationships.

• A Bachelor's degree, a Master's degree, or equivalent work experience in a relevant field.

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

• Exceptional communication and relationship management abilities.

• Experience in establishing, nurturing, and developing relationships with executives.

• Knowledge of IFS Applications.

🏝️ Benefits

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

• 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 arrangements.