Customer Success Manager, Manufacturing, ERP

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

📋 Description

• Act as the primary Customer Success Manager for clients.

• Lead and effectively coordinate a substantial virtual team.

• Oversee program deliveries.

• Establish and nurture robust relationships with senior customers and partners.

• Facilitate the successful adoption and effective utilization of IFS products and services.

• Assist customers in exploring new features to foster long-term usage.

• Comprehend desired customer outcomes to enhance satisfaction and loyalty.

• Support clients in their digital modernization journeys and realization of value.

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

• Create value metrics and evaluate Success program results.

• Assist with subscription and license renewals.

• Chair executive steering committee meetings.

• Report progress to IFS senior leadership.

• Secure customer references and complete Voice of the Customer (VOC) reporting.

• Collaborate with Sales to identify upsell opportunities.

• Communicate with Global Delivery senior leadership regarding escalations.

• Navigate and partner with Support, R&D, and Sales teams.

⛳️ Requirements

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

• In-depth industry knowledge and experience across various sectors, including Manufacturing.

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

• Strong understanding of delivery methodologies and service offerings.

• Capability to lead through influence and establish trust both internally and externally.

• Knowledge of Business Value Assessment (BVA) tools and processes.

• Ability to develop value metrics and assess Success program results.

• Understanding of subscription services and renewal processes for services and licenses.

• Experience in leading executive steering committee meetings.

• Proficient in communicating progress to IFS senior leadership.

• Skillful in securing customer references and managing VOC reporting.

• Ability to identify potential upsell opportunities and handle escalations.

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

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

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

• Exceptional communication and relationship management abilities.

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

• Domain expertise in IFS Applications.

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

🏝️ Benefits

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

• Medical, dental, and vision insurance.

• 401K plan with company contributions.

• Flexible spending accounts.

• Life insurance and disability benefits.

• Tuition assistance programs.

• Opportunities for community involvement and volunteer events.

• Hybrid work options available.

• Bonus opportunities.