IFS · 3 hours ago
Customer Success Manager | Field Service Management, Telco
Itasca, IL
Full-time
Hybrid
Mid, Senior Level
$130K/yr - $145K/yrIFS is a billion-dollar revenue company with over 7000 employees, specializing in AI-driven enterprise software solutions. The Customer Success Manager will be responsible for ensuring customer success through effective management of program deliveries and fostering strong relationships with customers to drive satisfaction and loyalty.
Artificial Intelligence (AI)Asset ManagementEnterprise Resource Planning (ERP)Enterprise SoftwareInformation TechnologySoftware
Hiring Manager
Dan Metz
Responsibilities
Understands and interprets the customer’s business and IT strategy to identify opportunities 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
Qualification
Required
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
Excellent communication and relationship management skills
Experience in building, maintaining, and evolving relationship with executive
Preferred
Domain knowledge of IFS Applications
Prior experience in similar role preferred
Benefits
Flexible 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
Company
IFS
IFS develops and delivers enterprise software solutions such as ERP, EAM, Service Management and Industrial AI It is a sub-organization of IFS.
Founded in 1983
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$3.42BKey Investors
HgTA Associates
2025-04-09Secondary Market
2022-03-30Secondary Market
2020-07-14Secondary Market· $3.42B
Leadership Team
Mark Moffat
Chief Executive Officer
Matthias Heiden
Chief Financial Officer
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