Customer Success Engagement Manager

**COMPANY DESCRIPTION**

IFS delivers 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.

**Purpose**

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.

**Job Title**: Customer Success Engagement Manager (CSEM) **Department**: Regional Customer
Success
**Reports To**: Regional/ MU Customer Success

Summary
**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.**

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.

**IFS Job Description**

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 releva