VP Customer Engagement

OUR OFFER

At IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative global environment together with committed colleagues. With professionalism and a strong customer focus in everything we do, from Product Development to Sales and Consultancy, we are proud to serve world-class customers all over the globe with our leading products.

We are an equal opportunity employer and value diversity at our company.

You will be a part of the IFS Delivery Practice, and in a position to develop best in class practices and with the opportunity to make your mark on the future of the company. Sound interesting? Then join us as our new VP Customer Engagement! 

 

YOUR OPPORTUNITY AND RESPONSIBILITY

The VP Customer Engagement is responsible for the complete success and support offering from IFS to ensure the successful adoption and usage of IFS applications.  

The success is defined by high customer success that results in subscription renewals, financial business performance, employee engagement as well as customer advocacy and referenceability.

 

TO BE SUCCESSFUL

To be a successful VP Customer Engagement, you will take full ownership for responsibilities for: 

Customer Success First:
 
 Role is responsible for creating a portfolio where the Customer Success is considered as driving force of every decision and priority while delivering a profitable and sustainable revenue stream for IFS.

Business Growth:

 The role will contribute to the overall business growth of IFS.  This growth is on the one hand measured in Monthly Recurring Revenue (revenue from subscriptions/maintenance) and Customer Lifetime Value (total revenue per customer over the lifetime).

Drive Delivery Scalability:

The function is responsible to continuously develop, implement and roll-out a portfolio of processes, tools, offerings and empowerment that accelerate the initial as well as subsequent adoptions of IFS functionalities in a standardised and scalable manner.  

Customer Outcomes:

The function ensures customers are delighted with the service and support experience. Customers receive a personalised engagement to ensure a clear path to IFS applications.  Customers initially deploy in a fast, cost effective manner, new and additional functionality is adopted bi-annually, and the solution is performance optimised to ensure the IFS applications continuously adds measurable and visible value to our customer’s business.  

Competitive differentiation:

Our competitive differentiation is not only the quality of service but also the relationship satisfaction.  The organisation ensures that customers are delighted with the quality and relevance of the service and support they receive, and the value is never questioned.  

Portfolio + GTM:

The role ensures the service and support portfolio is aligned with the product roadmap and addresses customer needs in all phases of the lifecycle, is peer-best in the market, compelling and competitively priced, accepted and consumed by our customers and ultimately ensures the success post sales.  It also guarantees a harmonised customer experience across solutions.

Engagement and Delivery:

The role ensures we have “customer success first” driven engagements across Gold/Platinum Support, Success Select and Professional Services (Value Assurance).  We will be the trusted advisory to our customers in order for customers to “never walk alone” on their digital transformation journey. We deliver high quality and high value services to implement, extend and support the customer solution and provide a feedback loop to product development.

Partners:

The role works with partner management to enable our ecosystem to deliver the value of IFS to our customers.  Through our portfolio, we Safeguard partner led projects and engagements, ensuring the success of our customers and of IFS Applications.

Brand Protection:

Although the focus is on a pro-active approach, issues will occur.  The role is responsible to ensure we have structures in place that will deal with issues in a fast, effective manner that is relevant to the business criticality.  

People:

The role is responsible to ensure a working environment where top talents are attracted, engaged, appreciated and retained.

 

Education and competencies / skills:

Executive presence and charisma.

Relevant industry experience required.  

 CxO level communication skills / senior stakeholder management.

Exceptional leadership, organisational and interpersonal skills.

Highly developed business acumen. 

Setting strategic direction and putting that into action.

Experience in Value Management and Realisation.

Negotiating skills within a context of high political sensitivity and conflicting interests. 

Strong writing, presentation, mentoring, decision-making, communication, facilitation skills.

Ability to utilise a combination of formal authority and persuasion skill sets. 

Ability to manage internal and external client expectations on requirements and deliverables.

Adaptability and flexibility to manage deadline pressure, ambiguity and change. 

 

INFORMATION

Interviews and selections are being made continuously. If you are interested, apply to  careerseurope@ifsworld.com quoting the job title as soon as possible but by no later than June 28th. 

As a step in our recruitment process, all final candidates will undergo a background check, to get us an understanding of our future employees.

We respectfully decline all offers of recruitment and/or advertising assistance.

 

IFS FACT

IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with commitment to our customers, has made us a recognised leader and the most recommended supplier in our sector. Our team of 3,500 employees supports more than 10,000 customers worldwide from a network of local offices and through our growing ecosystem of partners. For more information, visit: IFSworld.com