Vice President of Customer Success, Delivery

Company Description

IFS is a billion-dollar revenue company with 6000+ 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

You will be a part of the IFS Global Delivery Centres team. This arm is responsible for the world-class delivery of our service portfolio, delivering in specific customer situations to transform plans for value realization, to reality. The Customer Success Central and Centres of Excellence are globally operating, elite knowledge multipliers with an attention to detail for exemplary customer experience.

The VP, Customer Success Central is responsible for the evolution of the Customer Success Central and Centres of Excellence as well the operation and optimization of Customer Success Central, focusing on customer success via proactive success services and reactive intervention where customer success is judged by IFS as at major risk. 

Being successful as the VP, Customer Success Central involves assuming ownership of the following duties;

• Communicate a clear vision of the future: develop, discuss, explain, and actively promote the vision throughout IFS with key stakeholders, to peers, within IFS and when appropriate to partners, external stakeholders and to customers
• Define and implement a new Target Operating Model that will utilize the best of what we have enhanced by what we need to deliver the best customer experience in the software industry.
• Motivate through inspiration and mobilize teams: draw an inspiring target picture and mobilize people to get there, challenge people to leave their comfort zone, seek for feedback and call for people’s opinions, turn issues/threats into opportunities
• Set demanding goals and empower accountability to execute on the mission: derive clear and challenging targets, assign targets and set priorities, do not define the 'how' but the 'what’, encourage people to take ownership, do not delegate back to yourself in critical situations

Actively establish relationships characterized by mutual respect and trust: build a reliable, efficient, and effective network, stimulate individuals to broaden and use their network, actively create a culture of trust, mutual respect and openness, live this culture and act as a role model, work to overcome organizational boundaries and silo thinking

• Your leadership will encourage people to continuously question the status quo and activate their creative and innovative skills: motivate people to think new, different, critical and to look for ways to find solutions, reward ideas, extraordinary achievements, and innovations, think, and act lean
• Show passion on the job: act as a role model for all team members; show authentic behavior, pride, and enthusiasm in the own job, demonstrate leading practices, and encourage team members to share own experiences, celebrate success, promote IFS as a great place to work

The VP, Customer Success Central must be result orientated, with a track-record of high-performance management and building sustainable profitabi