Customer Success Manager | Field Service Management, Telco

Company Description

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

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 understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. 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. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

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

Job Description

A Customer Success Manager (CSM) will take the customer facing role and is 
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 
prevailing business priority is the customers’ successful adoption and productive use of IFS 
products and services, helping customers discover new features and enabling them to become 
long-term users. The Customer Success Manager is front-and-center with our customers, 
understanding their desired outcomes, driving customer satisfaction and loyalty through a strong 
relationship, and leveraging business outcomes by value realization on the fundamental reason 
why the solution was purchased and supporting their digital journey through modernization and 
empowering them to achieve more.

An IFS CSM will partner directly with customer stakeholders to recognize existing and 
emerging needs, coordinate the evaluation, ideation, and enablement of IFS solutions; garnering 
input and feedback from customers.

Essential Duties and Accountabilities:

• 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 activiti