Senior Customer Success Manager - Energy & Utilities

IFS; Paris; Sur place; EUR 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Flexible and hybrid work opportunities

Inclusive workplace experiences

Résumé du poste

IFS in France seeks a Customer Success Manager to lead a large virtual team, drive program delivery, and nurture senior customer relationships within the Energy, Utilities and Resources sector.

You will own the end-to-end delivery plan, advocate for the customer, and identify upsell opportunities while ensuring service quality and value realization.

Engage with C-level sponsors and cross-functional teams to align delivery priorities with strategy and to advance digital transformation initiatives.

Qualifications

• Experience as a Customer Success Manager.
• Experience in the Oil & Gas industry.
• Strong communication in English and French.
• Degree in a relevant field.
• Proactive problem-solving mindset.
• Ability to lead through influence.

Responsabilités

• Streamline customer interactions and tailor journeys.
• Voice of the Customer and feedback loops.
• Build strategic relationships with senior stakeholders.
• Lead end-to-end delivery and drive value.
• Identify upsell/cross-sell opportunities.
• Serve as primary contact for issue resolution.
• Present business reviews to executives.
• Conduct focus groups to drive decisions.

Connaissances

Customer Success

Oil & Gas

Influence & Trust

English & French (C1)

Customer satisfaction

Bachelor/Master degree

Technical literacy

MS Office

Presentation skills

Leadership

Portfolio planning

Problem solving

Industry trends

Formation

Bachelor’s or Master’s degree

Description du poste

A Customer Success Manager will take a customer‑facing role and is responsible for ensuring customer success through leadership and orchestration of a large virtual team, program delivery, and strong senior customer relationships. The primary focus is on a large customer within the Energy, Utilities and Resources industry in France.

Essential Duties and Accountabilities

• Streamline the interaction between the customer and IFS, aligning with a tailored customer journey to provide a value‑added experience across all key moments.
• Act as the Voice of the Customer (VoC), gathering and understanding all feedback streams to improve service quality and drive internal improvement initiatives.
• Partner with the core account team or Lifetime Value team to build and retain strategic customer relationships at senior levels.
• Leverage profound knowledge of the Global Customer Services portfolio, operating processes, and procedures.
• Engage and strengthen relationships with key customer decision makers, sponsors, and influencers to align delivery priorities with their strategy.
• Own and be accountable for the end‑to‑end delivery plan, driving customer success, operational health, and digital transformation while maximizing product value, usage expansion, and generating use cases.
• Identify and drive new sales opportunities (up‑sell/cross‑sell) in cooperation with the Lifetime Value or Core Account teams.
• Serve as the primary contact in the customer success team for complaint resolution and issue management.
• Advocate for the customer, continuously working in their best interest to maximize business outcome and value realization.
• Maintain a regular cadence with customers to measure progress against the Customer Success Plan and to surface new needs.
• Develop and present business reviews to C‑level executives, practitioners, and other management.
• Conduct focus group meetings or user interactions to work on solutions and drive decisions.
• Live the IFS Values in all actions.

Qualifications

• Experience as a Customer Success Manager.
• Experience in the Oil & Gas industry.
• Ability to lead through influence and trust.
• Excellent verbal and written communication skills in English (C1) and French (C1).
• Passion for creating a strong customer satisfaction.
• Bachelor’s or Master’s degree, or equivalent work experience in a relevant field.
• Technical literacy and familiarity with customer engagement technologies, best practices, and trends.
• High proficiency with Microsoft Office.
• Strong presentation skills and executive presence.
• Strong leadership, collaboration, and conflict resolution skills.
• Experience with portfolio planning, cross‑group collaboration, resource orchestration, and analytical capabilities.
• Proactive problem‑solving mindset.
• Knowledge of supported products, use cases, and industry trends.
• Prescriptive approach to driving customer decisions and aligning stakeholders.

Benefits

• Flexible and hybrid work opportunities to support diverse needs and lifestyles.
• Inclusive workplace experiences fostering community, innovation, and belonging.