Senior Customer Success Manager, Manufacturing - ERP

Industrial and Financial Systems; Itasca (IL); Remote; USD 120,000 - 130,000; Full time

Job summary

Join a forward-thinking company as a Senior Customer Success Manager, where you will play a pivotal role in ensuring customer satisfaction and success with innovative ERP solutions. This role emphasizes the importance of strong customer relationships, effective project delivery, and the ability to navigate complex organizational structures. You will be part of a diverse and inclusive team, committed to making a positive impact while fostering a culture of collaboration and innovation. If you are passionate about customer success and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

Flexible paid time off

401K with Company contribution

Tuition assistance

Life insurance and disability benefits

Community involvement and volunteering events

Qualifications

• Experience in customer-facing roles with a focus on delivery and customer success.
• Strong communication and relationship management skills are essential.

Responsibilities

• Lead customer success initiatives and manage program deliveries.
• Drive customer satisfaction and loyalty through strong relationships.

Skills

Customer Relationship Management

Active Listening

Interpersonal Communication

Delivery Methodology

Domain Knowledge of IFS Applications

Education

Bachelor's degree

Master's degree

Tools

Business Value Assessment (BVA) tools

Job description

Senior Customer Success Manager, Manufacturing - ERP

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

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.

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 by value realization on the fundamental reason why the solution was purchased and supporting their digital journey through modernization and empowering them to achieve more.

What We Offer

• Salary Range: $120,000-$130,000 plus 15% bonus potential
• Flexible paid time off, including sick and holiday
• 401K with Company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

Key Responsibilities:

• Delivery project experience in customer-facing roles
• Industry depth and experience in Manufacturing industries
• Familiarity with industry-related trends, operating KPIs, and value drivers
• Strong acumen on delivery methodology and service offerings
• Focus on IFS end-customer experience with products and services
• Highlight and action delivery-related risks for both IFS GCS-led and Partner-led delivery
• Ability to lead through influence and trust internally and externally
• Knowledge of the Business Value Assessment (BVA) tools and overall process
• Ability to develop Value Metrics and measure the outcome of the Success program
• Understanding of subscription services and support renewal processes
• Leading executive steering committee meetings with customers
• Regular reporting through the VOC process
• Collaboration with Sales on potential upsell opportunities
• Communication with Global Delivery SLT on escalations
• Fluency in English and local language (verbal and written)
• Ability to navigate within other IFS departments
• Passion for creating strong and trusted customer relationships
• Bachelor’s degree, master’s degree, or equivalent work experience in a relevant field
• Active listening, strong interpersonal communications, and relationship building
• Excellent communication and relationship management skills
• Experience in building, maintaining, and evolving relationships with executives
• Domain knowledge of IFS Applications

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

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