Customer Success Engagement Manager

Company Description

At IFS you will work in a growing, global enterprise software company built upon committed and empowered colleagues who come to work knowing they are making a difference. We work every day within our single platform and embedded digital innovation to help our customers be their best when it really matters to their customers - at the Moment of Service. We take pride in ensuring that our employees are able to achieve the company goals as well as develop their career. We believe empowered autonomy, committed colleagues and being part of a winning team are the keys to our success and what makes us great

We celebrate that IFS employees have diverse skills, experiences, and backgrounds. We believe that everyone should be able to bring their whole selves to work and be valued for it. It creates a culture that allows us to develop and expand our thinking. It enables us to achieve better results. By embracing and celebrating our differences, we are more representative of the customers, partners and communities we serve.

**Job Description**:
This role services part of the Customer Success function within GCS. Customer Success function needs to be able to work holistically in two dimensions: across the entire customer life cycle and across the entire product and service portfolio thus creating a single-point-of-accountability into Global Customer Services operating model.

Customer Success Engagement Managers (CSEM) use technology to drive one-to-many customer engagements at scale. CSEMs analyse data to spot trends and proactively engage with customers included in the Standard IFS Maintenance agreement. The engagement level includes onboarding of customers, product adoption topics or for time-bound engagements when they identify churn risk, general customer discontent or growth opportunity.

CSEM work within a team under a pooled model, servicing multiple customers within the larger region of APJMEA to help them achieve successful outcomes for their business. CSEMs need to collaborate with team members across IFS, both within and outside of GCS. They have an important role in the entire lifecycle for our Enabled success customers to retain and grow these accounts.

**Primary Job Location**: Melbourne, VIC, Australia

**Secondary Job Location**: Singapore

**Essential Duties and Accountabilities**:

- Plan and drive Enabled Success tier customers to transition towards a digitized model, wherein customer is enabled to use the available self
- service tools. Further promote one-to-many digital engagements with IFS Customers, wherever possible.
- Contribute to the creation of knowledge and self-serve assets, actively promote these assets, and Operates as a member of a global CSEM function and may work under a pooled model with shared ownership of a grouping of Enabled Success customers through the lifecycle with fellow CSEMs within the region.
- Identify opportunities for additional content creation.
- Streamline programmatic interactions between the Customer and IFS including Success Central to enable a value-adding customer experience across all moments that matter.
- Be the Voice of the customer (VoC) encompassing the gathering and understanding of all streams of customer feedback including VoC to improve the quality and experience of delivered services and be the internal catalyst of improvement initiatives. Also ensure the CSEMs facilitate & oversee, closing the loop processes for Enabled Success VoC feedback with relevant teams.
- Identify and highlight new sales opportunities (up/cross-sell) in cooperation with the Sales/Presales team.
- Develop and define programmatic customer journey maps for IFS Enabled Success Customers which are deployed by the CSEM function to ensure consistency and industry context in our engagement with those customers throughout the lifecycle.
- Make use of the knowledge of customer industry, alongside IFS Products and processes to ensure optimal outcomes for the customer.
- Share relevant recommendations or best practices for how customers can accelerate time to value and avoid unnecessary modifications after deployment.
- Assess and proactively identify critical issues including Product Support cases and highlight top relevant resolver groups and escalation management/prevention functions.
- Proactively manage and own the Enabled Success service process to drive desired outcomes, prioritize work by focusing on what’s mutually important for the customer and IFS.
- Work closely with the Customer Outreach function and the Customer Success operation function to ensure that digital content is relevant and available to our customers.
- Be the voice of IFS in one-to-many digital communications such as webinars and other written communication.
- Ensure & encourage data accuracy and quality in internal systems for Enabled Success customers post-sale
- Review the Annual Maintenance Contract renewal on a regular basis and drive the renewal and potential uplift along with t