Lead Customer Success Manager

Role Overview

The Lead Customer Success Manager will be 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 role is focused on the customers’ successful adoption and productive use of IFS products and services.

What You Will Do

The Lead Customer Success Manager will streamline the interaction between the customer and IFS, be the Voice of the customer, and partner with the core account team to build and retain strategic customer relationships. The role will also involve identifying and driving new sales opportunities, serving as the primary contact in the customer success management team, and establishing regular cadence with customers to measure progress against the Customer Success Plan.

Why It Might Be a Fit

The ideal candidate will have experience as a Customer Success Manager, excellent communication and relationship management skills, and a passion for creating a strong customer satisfaction. The role requires strong leadership skills, collaboration, and communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.

Requirements

• Have worked as Customer Success Manager
• Experience in different industries
• Ability to lead through influence and trust
• Excellent verbal and written communication skills in both English (C1) and French (C1)
• 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
• High proficiency with Microsoft Office
• Excellent communication and relationship management skills
• Strong leadership skills
• Collaboration and Communication – Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication
• Relationship Building – Adopts a “human first” approach to all activities and able to put themselves in the customers shoes
• Management skills: Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required
• Experience customer-centric role generating software customer value with quick time to value realization
• Passion for creating a strong customer satisfaction
• Prescriptive approach – Uses a prescriptive approach to drive customer decisions and align key stakeholders towards action including challenging customers to change course when needed.
• Commercially Aware – Both in terms of understanding the customers business as well as the commercial relationship between IFS and its customer.
• Proactive Problem Solving – Proactively manages and owns the work process to drive desired outcomes, prioritizes work by focusing on what’s important.
• Product and use-case knowledge – Knowledge of supported products and being able to identify how they solve key use cases and challenges for the customers.
• Domain knowledge – Knowledge around industry trends and best practices and how to apply them to the customers.
• Cross-functional collaboration – Effectively collaborates with other colleagues and teams to drive customer outcomes and company outcomes.

Benefits

• Flexible work arrangements
• Hybrid work opportunities
• Inclusive workplace experiences
• Sense of community
• Opportunities to drive innovation, strengthen connections, and nurture belonging