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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success management, focusing on driving product adoption, customer satisfaction, and loyalty. Proficient in managing program deliveries, leading virtual teams, and developing value metrics to measure success outcomes.
Highest-signal resume keywords
Customer Success ManagementDelivery Project ExperienceBusiness Value Assessment (BVA)Executive Steering Committee LeadershipDomain Knowledge of IFS Applications
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Delivery MethodologyValue Metrics DevelopmentSubscription Services KnowledgeProgram Delivery ManagementCustomer Relationship Management
Soft Skills
Interpersonal CommunicationRelationship BuildingActive ListeningInfluence and Trust LeadershipCommunication Skills
Industry Keywords
Manufacturing Industry ExperienceOperating KPIsValue DriversDigital ModernizationVoice of Customer (VOC) Reporting
About the role
Key responsibilities & impact- Serve as the customer-facing Customer Success Manager
- Lead and effectively orchestrate a large virtual team
- Manage program deliveries
- Build and maintain strong senior customer and partner relationships
- Drive successful adoption and productive use of IFS products and services
- Help customers discover new features and become long-term users
- Understand desired customer outcomes and drive satisfaction and loyalty
- Support customers’ digital modernization journeys and value realization
- Highlight and action delivery-related risks for IFS- and Partner-led delivery
- Develop value metrics and measure Success program outcomes
- Support subscription and license renewals
- Lead executive steering committee meetings
- Report progress to IFS senior leadership
- Secure customer references and complete VOC reporting
- Collaborate with Sales on upsell opportunities
- Communicate with Global Delivery senior leadership on escalations
- Navigate and collaborate with Support, R&D, and Sales
Requirements
What you’ll need- Delivery project experience in customer-facing roles (IFS preferred)
- Industry depth and experience in multiple industries, including Manufacturing
- Familiarity with industry-related trends, operating KPIs, and value drivers
- Strong acumen on delivery methodology and delivery service offerings
- Ability to lead through influence and trust internally and externally
- Knowledge of Business Value Assessment (BVA) tools and process
- Ability to develop Value Metrics and measure Success program outcomes
- Understanding of subscription services and renewal processes for services and licenses
- Experience leading executive steering committee meetings
- Ability to communicate progress to IFS senior leadership
- Ability to secure customer references and report through the VOC process
- Ability to identify potential upsell opportunities and escalations
- Fluency in English and local language, verbal and written
- Ability to navigate Support, R&D, and Sales departments
- Active listening, strong interpersonal communication, and relationship-building skills
- Excellent communication and relationship management skills
- Experience building, maintaining, and evolving relationships with executives
- Domain knowledge of IFS Applications
- Bachelor’s degree, master’s degree or equivalent work experience in a relevant field
Benefits
Comp & perks- 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
- Hybrid work opportunities
- Bonus