Senior Customer Success Manager - Energy & Utilities

IFS; Itasca (IL); On-site; USD 120,000 - 150,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance customer engagement and satisfaction. In this pivotal role, you will lead customer interactions, manage program deliveries, and foster long-term relationships. Your expertise will drive customer success and support their digital transformation journey. Join a diverse and innovative team dedicated to making a meaningful impact while enjoying flexible work arrangements. This is your opportunity to leverage your skills in a role that truly makes a difference.

Benefits

Flexible Paid Time Off

Health Insurance

401K Plan with Company Contribution

Tuition Assistance

Community Involvement Opportunities

Qualifications

• Experience with CRM solutions and international organizations.
• Strong relationship management and communication skills.
• Proactive problem-solving abilities and customer-centric mindset.

Responsibilities

• Lead customer interactions ensuring successful adoption of products.
• Build strategic relationships with key decision-makers.
• Drive customer satisfaction and loyalty through effective engagement.

Skills

Customer Relationship Management (CRM)

Sales Processes

Communication Skills

Leadership

Problem-Solving

Customer Satisfaction

Education

Bachelor's Degree

Master's Degree

Tools

Microsoft Office

Job description

Company Description

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

At IFS, we are flexible, innovative, and dedicated not only to engaging with our customers but also to making a meaningful global impact. We aim to solve society's biggest challenges through agility, collaboration, and trust.

We celebrate diversity and are committed to promoting an inclusive workforce that reflects the varied cultures, backgrounds, and viewpoints of our customers, partners, and communities. As an international company serving a global clientele, we believe our success depends on respecting diverse perspectives.

Joining our team offers the opportunity to be part of a global, diverse environment, to work with a winning team, and to uphold a commitment to sustainability. We focus on getting things done so you can make a positive impact on the world.

We seek innovative thinkers to work in an environment where you can #MakeYourMoment, leveraging our AI-driven solutions to challenge the status quo and make a 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 lead customer-facing interactions, ensuring success through effective orchestration of a virtual team, managing program deliveries, and maintaining strong senior customer relationships. The primary focus is on customers’ successful adoption and productive use of IFS products and services, discovering new features, and fostering long-term engagement. The role involves understanding customer outcomes, driving satisfaction and loyalty, and supporting their digital transformation and modernization journey.

This position is within our Success Delivery team, focusing on Energy, Utilities, and Resources customers.

ESSENTIAL DUTIES AND ACCOUNTABILITIES:

1. Streamline customer interactions to enhance the value-added experience across all critical moments
2. Gather and understand customer feedback to improve service quality and experience
3. Build and maintain strategic relationships with key customer decision-makers at senior levels
4. Deep knowledge of the Global Customer Services Portfolio and operating processes
5. Align delivery priorities with customer strategies through engagement with decision-makers
6. Own and drive the end-to-end delivery plan, ensuring customer success, operational health, and value realization
7. Identify and pursue new sales opportunities in collaboration with sales teams
8. Serve as the primary contact for resolving complaints and addressing issues
9. Advocate for customers to maximize business outcomes and value realization
10. Establish regular check-ins to measure progress and identify new needs
11. Develop and deliver business reviews to senior executives
12. Engage with customers through focus groups and direct interactions to facilitate decision-making
13. Live the IFS Values

Qualifications

This role is based in North America, with travel as needed for face-to-face meetings. The position can be remote within the region.

• Experience with sales processes, CRM solutions, and working in an international matrix organization
• Understanding of enterprise IT sales cycles
• Leadership through influence and trust
• Excellent communication skills in English (C1) and French (C2)
• Passion for customer satisfaction
• Bachelor’s or Master’s degree, or equivalent experience
• Familiarity with customer engagement technologies and trends
• Proficiency in Microsoft Office
• Strong relationship management and communication skills
• Leadership, collaboration, and management skills
• Customer-centric mindset with quick value realization focus
• Prescriptive approach to decision-making and stakeholder alignment
• Commercial awareness of customer and company relationships
• Proactive problem-solving abilities
• Knowledge of supported products and industry trends
• Ability to collaborate across functions to achieve customer and company goals

What We’re Offering

• Salary: $120,000-$150,000 + bonus
• Flexible paid time off, including sick and holidays
• Health insurance (medical, dental, vision)
• 401K plan with company contribution
• Flexible spending accounts
• Life and disability insurance
• Tuition assistance
• Community involvement opportunities

Additional Information

We support flexible and hybrid work arrangements to accommodate diverse needs and lifestyles. Our inclusive culture fosters community, innovation, and belonging, enabling you to work in a way that suits you best while building meaningful relationships.

We are an equal opportunity employer and welcome applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. VEVRAA Federal Contractor.