Customer Success Manager

IFS; Al Khobar; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading software company is seeking a Customer Success Manager based in Al Khobar, Saudi Arabia. This role focuses on ensuring clients successfully adopt and utilize IFS products through effective relationship management and orchestration of virtual teams. Ideal candidates should have strong client-facing experience, fluency in English and Arabic, and a passion for enhancing customer satisfaction. The role involves collaboration with various teams to drive customer outcomes and secure positive feedback through a variety of customer engagement strategies.

Qualifications

• Prior experience in Service Delivery or Project Delivery functions.
• Ability to lead through influence and trust with clients.
• Strong interpersonal communications and relationship building.

Responsibilities

• Lead customer success through effective orchestration of a virtual team.
• Ensure successful adoption and use of IFS products by customers.
• Drive customer satisfaction and loyalty through strong relationships.

Skills

Client-facing experience

Industry experience in Field Service Management

Knowledge of Business Value Engineering

Fluency in English and Arabic

Strong communication skills

Education

Bachelor’s degree or equivalent

Master’s degree

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 prevailing business priority is the customers’ successful adoption and productive use of IFS products and services, helping customers discover new features and enabling them to become long-term users. The Success Manager is front-and-center with our customers and partners, understanding their desired outcomes, driving customer satisfaction and loyalty through a strong relationship, and leveraging business outcomes byvart realization on the fundamental reason why the solution was purchased and supporting their digital journey through modernization and empowering them to achieve more.

Qualifications

• Possesses prior experience in client-facing capacities, specifically in Service Delivery or Project Delivery functions.
• Industry depth and experience in either Field Service Management, Manufacturing, Telco, Energy & Utilities, or Aerospace and Defense.
• Familiarity and perspective on respective industry-related trends, operating KPIs, and value drivers.
• Strong acumen on delivery methodology and delivery service offerings.
• Own and intently focused on IFS end-customer experience with products and services; noting that some products and services influencing the experience are from third-parties and/ or Partners.
• Highlighting andxccing delivery-related risk at IFS’s end-customers for both IFS-led delivery and Partner-led delivery.
• Ability to lead through influence and trust internally within IFS and externally with Customers and Partners.
• Knowledge of the Business Value Engineering (BVE) process.
• Ability to developroscope Value Metrics and measure the outcome of the Success program with the Customer or Partner.
• Understanding of subscription services and able to support renewal process of services and licenses with engagements required to secure revenue.
• Leading Executive Steering Committee meetings with customers and provide updates to IFS Senior Leadership Team on progress.
• Highly-driven to secure IFSreferences and regular reporting through the Voice-Of-Customer process.
• Maintain the revenue margin for the assigned Success accounts.
• Drive utilization for the subscribed services.
• Communication and collaboration with Sales on any potential upsell and cross-sell opportunities.
• Communication with Global Delivery Senior Leadership Team on potential escalations.
• Ability to navigate within other IFS departments such as Support, R&D, and Sales.
• Passion for creating strong and trusted customer relationships, with a focus satisfaction and exceeding expectations.
• Active listening, strong interpersonal communications, and relationship building Lago.
• Excellent communication and relationship management skills.
• Experience in building, maintaining, and evolving relationships with executives.
• Strong business acumen.
• Bachelor’s degree, Master’s degree or equivalent, and work experience in a relevant field.
• Fluency in both English and Arabic (verbal and written).
• Domain knowledge of IFS Applications would be a plus.