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IFS · 1 day ago

Senior Director - Market Unit Leader

Itasca, IL, USA

Full-time

Hybrid

Director/Executive

$153K/yr - $191K/yr

IFS is a billion-dollar revenue company with 5000+ employees on all continents. The Senior Director - Market Unit Leader drives service revenues, emphasizing lifetime and recurring revenue, while managing customer-facing teams and ensuring excellent employee experiences.

Artificial Intelligence (AI)Asset ManagementEnterprise Resource Planning (ERP)Enterprise SoftwareInformation TechnologySoftware

Growth Opportunities

Responsibilities

Management and delivery of a comprehensive P&L against the annual budget and monthly forecasts

Delivering the transition to a primarily recurring revenue service model within the respective Region while protecting the integrity of IFS and the GCS organization

Advocating global consistency: standard tools, methodologies, processes, and service offerings

Working in partnership with matrix functions

Advocate the IFS and Global Customer Services strategy, encouraging development and contribution to the same

Driving quality and integrity in the performance of the Market Unit GCS team, maximizing recurring, predictable and profitable business for IFS

Strengthening our position to scale through trusted relationships with local, regional and global partners

Establish strategic relationships across the matrix organization to make certain we deliver incremental value for our customers

Ensure that performance metrics are met while protecting the integrity of our Global Customer Services organization

Partner with the Market Unit Sales team and the GCS Services Sales Support team to develop the go-to-market and demand generation strategy and approach for Professional Services, Premium Engagements and Maintenance; jointly pursue and close sales opportunities with a focus on the services components

Craft services contracts that we can fulfill by offering standard services and solutions to deliver the best outcome

Drive standardization and industrialization of the Services delivery model through the enforcement of global service contracts, templates, tools, and other as

Ensure we are achieving high services coverage (attach rate of Maintenance, Premium Engagements, Professional Services) in our pursuit to make every customer an advocate

Provide effective leadership to the Market Unit Customer Services team, driving performance, engagement and personal ownership of development and career satisfaction

Operate with a high level of transparency and accuracy

Serve as the point of escalation regarding any and all Customer service interactions within the Market Unit, taking ownership of the Customer experience and potential impact for the business

Qualification

P&L ManagementCustomer Success ManagementProfessional Services DeliveryC-Level CommunicationStrategic PlanningTeam BuildingPerformance ManagementCommercial AwarenessEnglish ProficiencyFlexibility

Required

Be a result-orientated individual with a history of high-performance management and building sustainable profitability

Have previously developed (hiring, coaching and performance managing) and built successful teams

Be comfortable with C-Level communication (both internal and external)

Drive discipline, quality and consistency of performance and process throughout the organization

Operate in a fast-paced, evolving, geographically dispersed, matrix environment and in culturally diverse teams

Be proactive and curious by nature

Remain up to date with all aspects of the GCS services portfolio and broader IFS strategy

Have a progressive career in Management and Customer facing roles in managing one or multiple areas within Professional Services and Consulting Delivery, Customer Success and/or Customer Support business functions

Have previously managed a Business Unit P&L with annual revenue over US $15M

Demonstratable commercial awareness and proof of sustained success

Proficiency in English and relevant local language

Strong verbal and written communication and strategic planning skills

Be flexible to travel