Customer Value Partner

Ibaset; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

iBase-t is seeking a Customer Value Partner to own strategic relationships from pre-sale through post-go-live adoption, coordinating across Sales, PS, and ES. You will drive ROI commitments, structure the Value Realization Framework, and ensure measurable adoption outcomes.

In this role you will lead executive engagements, deliver QBRs, and shape deployment roadmaps with the Lean Architect and ES teams. Travel 25–35% across the United States is expected.

Qualifications

• 5+ years in enterprise software customer success, consulting, or services with accountability for adoption and retention.
• Experience managing pre- and post-sale relationships at VP/Director level in aerospace/defense sectors.
• Deep aerospace manufacturing domain expertise (MES, ERP/SAP S4/HANA, MRO) and digital transformation.
• Proven ability to build Value Realization Frameworks and deployment roadmaps aligned to outcomes.
• Willingness to travel 25–35% and strong written and verbal communication; Bachelor's degree required; CP/AS certifications a differentiator.

Responsibilities

• Own executive relationship across assigned accounts, lead QBRs with plan‑vs‑actual data from VRF.
• Maintain and evolve the Value Realization Framework connecting ROI commitments to adoption milestones and KPIs.
• Drive user deployment in partnership with the Lean Architect and Expert Services teams; ensure adoption plans are live pre‑go‑live.
• Monitor renewal risk and flag issues to VP of Customer Success at least 90 days before cycle.
• Coordinate with Expert Services to prioritize post‑go‑live work and billable advisory engagements.

Skills

Enterprise software

Account management

Executive communication

Value realization

Customer success

Education

Bachelor's degree

APICS

AS9100

Tools

Salesforce CRM

Bowler charts

VRF tooling

Job description

Position Summary

The Customer Value Partner owns the customer relationship from the moment an opportunity enters the final demo and down-select phase through the full lifecycle of the customer's investment in iBase‑t. This is not a post-sale handoff role. Customer Value Partners may also be assigned Tier 1 accounts in a co‑ownership model with an active Senior Customer Value Partner, who serves as mentor, strategic advisor, and relationship backstop — creating a defined development pathway and ensuring Tier 1 accounts always have senior coverage. The CVP is present when Return on Investment (ROI) commitments are made, responsible for structuring the Value Realization Framework that holds those commitments, and accountable for ensuring adoption outcomes are measurable and improving throughout the relationship. During active implementations, the CVP maintains four defined touchpoints: project kickoff, steering committee, go‑live, and — most critically — the ongoing post‑go‑live adoption phase. Between kickoff and go‑live, Project Manager (PM) owns delivery and the CVP owns the executive relationship above it. If a scope gap surfaces, the CVP flags it to PM — Professional Services (PS) solves it, Services Seller commercializes it.

All Customer Value Partners — at every level — operate within iBase‑t’s shared CVP methodology: a standard set of tools, templates, and a carefully governed Value Realization Framework that is consistent across the portfolio. This methodology is not a constraint on experienced practitioners; it is iBase‑t’s continuity model. Customer relationships in aerospace and defense span decades and multiple leadership generations on both sides. The Value Realization Framework (VRF), bowler charts, and standard Quarterly Business Review (QBR) cadence ensure that value delivery remains measurable, comparable, and protected when leadership changes — at iBase‑t or at the customer. Every CVP is expected to operate the framework rigorously and contribute actively to its improvement. Every account in the CVP portfolio has a live Value Realization Framework tracking plan‑vs‑actual on the Key Performance Indicators (KPIs) committed during the sales process. CVP billable scope is business and strategic advisory. Solumina product depth is Expert Services scope. When both are needed, Expert Services enters under the CVP relationship — neither team engages independently. The Services Seller owns the commercial motion for both.

Responsibilities

Pre‑Sale Engagement & Value Realization Framework Initiation

• Engage with the iBase‑t sales team during final demo and down‑select phases, establishing the CVP relationship before contract close — ensuring continuity between what was promised and what will be delivered.
• Align with and document the ROI commitments made during the sales process; begin structuring the Value Realization Framework (VRF) with specific KPIs, baselines, and measurement cadences before contract execution.
• Capture generalized implementation scope and roadmap in collaboration with the sales team, creating the foundational documentation that Professional Services and Services Sales will execute against.
• Facilitate the transition from sales to Services Sales: integrate the CVP's relationship context, VRF, and scope documentation into the commercial execution of services engagements.
• Surface expansion and services opportunities within assigned accounts; document and share with Services Sales with full account context.

Customer Relationship & Adoption Ownership

• Own the iBase‑t relationship for all assigned accounts, maintaining consistent executive touchpoints and leading QBRs with plan‑vs‑actual bowler data drawn from the Value Realization Framework.
• Maintain and continuously evolve the Value Realization Framework for every account — the authoritative document connecting point‑of‑sale ROI commitments to adoption milestones, KPIs, and measurable business outcomes.
• Drive user deployment execution in partnership with the Lean Architect and Expert Services teams, ensuring adoption plans are live before go‑live and maintained through sustainment.
• Monitor account health proactively and flag renewal risk to VP of Customer Success at least 90 days before cycle.

Expert Services Coordination & Billable Engagements

• Direct the prioritization of Expert Services work in the sustainment phase to keep adoption goals in focus; work with Expert Services (ES) leadership to establish lightweight adoption mini‑plans that govern the post‑go‑live work program.
• Participate in billable advisory engagements covering CVP scope: roadmap facilitation, value architecture, transformation planning, and executive alignment sessions.

Account Intelligence & Internal Advocacy

• Maintain current account intelligence — adoption progress, health indicators, renewal risk signals, and expansion readiness — and share with Services Sales on a defined cadence.
• Represent the voice of assigned accounts in internal Product and Services forums, surfacing patterns and feedback the VP and broader team should act on.

Qualifications

• 5+ years in enterprise software customer success, consulting, professional services, or business architecture with direct accountability for adoption and retention outcomes.
• Demonstrated experience managing post‑sale and pre‑sale‑adjacent relationships at A&D or advanced manufacturing enterprise accounts at VP/Director level.
• Deep aerospace manufacturing domain expertise — Manufacturing Execution System (MES), Enterprise Resource Planning (ERP) (SAP S4/HANA), Maintenance, Repair, and Overhaul (MRO), or digital transformation in an A&D context.
• Proven ability to build and manage Value Realization Frameworks, bowler charts, and deployment roadmaps tied to committed business outcomes.
• Comfortable in a billable advisory model. Strong written and verbal communication. Bachelor’s degree required; A&D certifications (APICS, AS9100) a differentiator.
• Ability and willingness to travel 25–35% — customer site visits, workshops, QBRs, and iBase‑t events including Excelerate.