Customer Success Manager, Gothenburg or Stockholm

Company Description

IFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service™.

At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers, but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.

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 (C2 or above) and local language (C2 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:

• good understanding business process/ customer o