Customer Success Manager | Field Service Management, Telco

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 identifyopportunities 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 OfferingSalary Range: $130,000-$145,000, plus bonusFlexible 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 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 • Ex