Customer Success Manager for Aerospace and Defense

IFS; Staines-upon-Thames; On-site; GBP 50,000 - 70,000; Full time

Job summary

Join a leading company as a Customer Success Manager, where you will drive customer satisfaction and loyalty through strong relationships and effective program management. You'll work closely with clients to ensure they successfully adopt and utilize IFS products, helping them achieve their desired outcomes and supporting their digital transformation journey. If you are passionate about customer success and have experience in project delivery, this is your opportunity to make a significant impact.

Qualifications

• Delivery project experience in customer-facing roles preferred.
• Experience in Aerospace & Defense industries.
• Fluency in English and local language required.

Responsibilities

• Ensure successful adoption and productive use of IFS products.
• Drive customer satisfaction and loyalty through strong relationships.
• Lead a large virtual team and manage program deliveries.

Skills

Leadership

Communication

Interpersonal Skills

Customer Relationship Management

Education

Bachelor’s or master’s degree

Tools

Business Value Assessment (BVA)

Job description

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 will take the customer facing role and is responsible for success through the leadership and effective orchestration of a large virtual team, management of program deliveries, and strong senior customer relationships. The primary focus is ensuring the successful adoption and productive use of IFS products and services by customers, helping them discover new features, and enabling long-term engagement. The Success Manager is at the forefront with our customers and partners, understanding their desired outcomes, driving customer satisfaction and loyalty through strong relationships, and leveraging business outcomes by value realization, supporting their digital journey through modernization, and empowering them to achieve more.

Minimum Requirements

• Delivery project experience in customer-facing roles (IFS preferred)
• Industry depth and experience in Aerospace & Defense (A&D) industries
• Familiarity with industry-related trends, KPIs, and value drivers
• Strong understanding of delivery methodology and service offerings
• Focus on end-customer experience with products and services, including those from third parties and partners
• Ability to identify and address delivery-related risks for both IFS-led and partner-led delivery
• Leadership skills to influence and build trust internally and externally
• Knowledge of Business Value Assessment (BVA) tools and processes
• Ability to develop and measure value metrics with customers or partners
• Understanding of subscription services and support for renewal processes
• Experience leading executive steering meetings and reporting progress to senior leadership
• Proactive in securing references and reporting through VOC processes
• Collaboration with sales on upsell opportunities
• Communication with global delivery leadership on escalations
• Fluency in English and local language (verbal and written)
• Ability to navigate across departments such as Support, R&D, and Sales
• Passion for building strong, trusted customer relationships and exceeding expectations
• Bachelor’s or master’s degree, or equivalent work experience in a relevant field
• Excellent interpersonal, listening, and relationship-building skills
• Experience engaging with executives and maintaining relationships
• Domain knowledge of IFS Applications