Senior Customer Success Manager - Energy & Utilities

Industrial and Financial Systems; Itasca (IL); Hybrid; USD 120,000 - 150,000; Full time

Job summary

An established industry player seeks a Senior Customer Success Manager to lead virtual teams and enhance customer experiences in the Energy and Utilities sectors. This role emphasizes building strategic relationships, managing program deliveries, and advocating for customer success. Join a diverse and innovative environment where your contributions will drive significant impact and foster sustainable practices. With a competitive salary and flexible work arrangements, this opportunity is perfect for those looking to make a meaningful difference while advancing their careers.

Benefits

Flexible paid time off

401K with company contributions

Flexible spending accounts

Life insurance and disability benefits

Tuition assistance

Community involvement opportunities

Qualifications

• Experience with sales processes and CRM solutions in a matrix organization.
• Excellent communication skills in English and French.

Responsibilities

• Enhance customer experience by tailoring interactions aligned with a customer journey.
• Build and maintain strategic relationships with key customer stakeholders.

Skills

Sales processes

CRM solutions

Leadership

Communication skills (English, French)

Customer-centric mindset

Problem-solving

Commercial awareness

Education

Bachelor’s degree

Master’s degree

Tools

Microsoft Office

Customer engagement technologies

Job description

Senior Customer Success Manager - Energy & Utilities

• Full-time
• IFS Referral Bonus Code: SH
• Job Location: Hybrid

IFS is a billion-dollar revenue company with 7,000+ employees across all continents. Our leading AI technology powers our award-winning enterprise software solutions, enabling customers to excel at critical moments. Our commitment to AI adoption keeps us at the forefront of technological advancements, fostering creativity and productivity.

At IFS, we value flexibility, innovation, and making a meaningful impact globally. We promote diversity and inclusivity, reflecting the diverse world we serve. Joining us means being part of a global, diverse environment committed to sustainability and making a positive impact.

We seek innovative thinkers to work in an environment where you can #MakeYourMoment, leveraging AI-driven solutions to challenge the status quo and make a difference. Join Team Purple. Join IFS.

The role of Customer Success Manager involves leading and orchestrating virtual teams, managing program deliveries, and maintaining strong relationships with senior customers. The focus is on ensuring successful adoption and long-term use of IFS products, discovering new features, and supporting digital transformation within the Energy, Utilities, and Resources sectors.

Essential Duties and Responsibilities:

• Enhance customer experience by tailoring interactions aligned with a customer journey.
• Gather and analyze customer feedback to improve service quality and experience.
• Build and maintain strategic relationships with key customer stakeholders.
• Deep understanding of the Global Customer Services Portfolio and operating processes.
• Engage with decision-makers to align delivery with their strategic priorities.
• Own and drive end-to-end delivery plans to achieve customer success and operational health.
• Identify and pursue new sales opportunities in collaboration with relevant teams.
• Serve as the primary contact for resolving complaints and addressing issues.
• Advocate for customers, maximizing business outcomes and value realization.
• Establish regular meetings to monitor progress and identify new opportunities.
• Develop and present business reviews to executive-level stakeholders.
• Interact with users and conduct focus groups to develop solutions.
• Travel within North America as needed for face-to-face meetings.

Minimum Requirements:

• Experience with sales processes, CRM solutions, and working in a matrix organization.
• Understanding of enterprise IT sales cycles.
• Strong leadership, influence, and trust-building skills.
• Excellent communication skills in English (C1) and French (C2).
• Bachelor’s or Master’s degree or equivalent experience.
• Technically literate with familiarity in customer engagement technologies.
• Proficiency in Microsoft Office.
• Proven ability to manage relationships and drive customer satisfaction.
• Strong presentation and executive communication skills.
• Leadership, collaboration, and problem-solving skills.
• Customer-centric mindset with a prescriptive approach to decision-making.
• Commercial awareness and proactive problem-solving abilities.
• Knowledge of industry trends, supported products, and use cases.

What We Offer:

• Salary Range: $120,000-$150,000 + Bonus
• Flexible paid time off, including holidays and sick leave
• 401K with company contributions
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering opportunities

We support flexible and hybrid work arrangements to accommodate diverse needs, fostering an inclusive environment that promotes innovation, connection, and belonging. We ensure you can work in a way that suits you while engaging with colleagues to share ideas and build relationships.

All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. VEVRAA Federal Contractor, Equal Opportunity Employer