Customer Success Managers

Company Description


At IFS you will work in a growing, global enterprise software company built upon committed and empowered colleagues who come to work knowing they are making a difference. We work every day within our single platform and embedded digital innovation to help our customers be their best when it really matters to their customers – at the Moment of Service™. We take pride in ensuring that our employees are able to achieve the company goals as well as develop their career. We believe empowered autonomy, committed colleagues and being part of a winning team are the keys to our success and what makes us great! We are #ForTheChallengers and if that resonates with you, we would love to hear from you!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.
We are looking for a couple of customer success managers across Nordics to join us; Denmark - Copenhagen, Sweden - Stockholm/Gothenburg/Linköping, Finland - Espoo/Turku, Norway - Asker/Stavanger.




Job Description


Our Customer Success Managers are front-and-center with our customers. You understand their desired outcomes, you drive customer satisfaction and loyalty through a strong relationship and leveraging business outcomes by value realization on the fundamental reason why the solution was purchased. You support their digital journey through modernization and empowering them to achieve more.
Our Customer Success Manager are specialized in Go To Market and delivery activities, taking the customer facing role and ensure customer success through the leadership and effective orchestration of a large virtual team, management of program deliveries and strong senior customer relationships.
Are you up for this challenge?
MORE DETAILS ON THE TASKS AT HAND:
Streamline the interaction between the customer and IFS aligned with a tailored customer journey to leverage a value - added customer experience across all moments that matter
Be the Voice of the customer (VoC) that encompasses the gathering and understanding of all streams of feedback to improve the quality and experience of delivered services and be the internal catalyst of improvements initiatives
Partnering with the core account team or the Lifetime Value team to build and retain strategic customer relationships, across both business and technical functions at the most senior levels of the customer organization.
Profound knowledge of the Global Customer Services Portfolio
Profound knowledge of the Global Customer Services operating processes and procedure
Engaging and strengthening relationships with key customer decision makers / sponsors / influencers to align delivery priorities in support of their strategy
Ownership of and accountability for the end to end delivery plan –driving customer success and operational health, realizing customer business outcomes,
Identify and drive new sales opportunities (up/cross-sell) in cooperation with Life time Value function or the Core Account team.
Serve as the primary contact in the customer success management team in solving complaints and addressing service or product issues
Be the customer advocate, continuously working in their best interest to maximize business outcome and value realization based on the client business and processes understanding supported by product usage and user behaviours data insights
Establish regular cadence with customers to measure progress against the Customer Success Plan (CSP) and to identify new asks and / or wants on behalf of the customer
Be able to develop and provide business reviews with C-level executives, practitioners, and other management with your customers
Reach out to customers, interact with users, and/or conducts focus group meetings to work on solutions and lead into decisions





Qualifications


Ability to lead through influence and trust
Fluency in English (C1 or above) and local language (C1 or above) - verbal and written
Passion for creating a strong customer satisfaction
Bachelor’s degree, Master’s degree or equivalent work experience in a relevant field
Technically literate and familiar with customer engagement technologies, best practices and trends
Excellent communication and relationship management skills

These would be great assets to have:
experience in conducting projects in Agile methodology
experience in IFS Applications





Additional Information


This position will be based in one of our offices in Nordic region and is a full-time and permanent role. As a step in our recruitment process, all final candidates will be asked to take a test and to undergo a background check performed by a third-party, to give us an understanding of our future employees.
You will need a permanent work visa or citizenship of the country in which you are applying and will be based.
There is no deadline for applying for this role, however - if you are interested please apply asap. For 2022 we are addressing the need to increase our number of experienced and dedicated customer success managers. As a result, we recruit nonstop until the summer or until we are satisfied. For that reason, we are continuously conducting interviews and selections for the role as Customer Success Manager.
We do expect you to submit a motivation letter addressing why you want to join IFS.
Make sure you apply for the country/site you want to work: Link to IFS website
We are looking for customer success managers with the needed seniority to enable for success in the role. However, if you truly think you would be a great match to IFS, but lack some of the requirements listed above, please make sure your motivation letter addresses what value you bring to the table and how IFS could benefit from hiring you.
IFS Fact
IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with a commitment to delivering value to every one of our customers, has made IFS a recognized leader and the most recommended supplier in our sector.