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- Tasks: Lead customer success initiatives in telecom, ensuring satisfaction and long-term product adoption.
- Company: IFS is a global leader in AI-driven enterprise software, committed to innovation and diversity.
- Benefits: Enjoy flexible hybrid work options and a supportive, inclusive workplace culture.
- Why this job: Make a real impact while working with cutting-edge technology in a diverse team.
- Qualifications: Experience in customer success management, preferably in telecom, with strong communication skills.
- Other info: Join a winning team focused on sustainability and driving positive change globally.
The predicted salary is between 48000 - 84000 £ per year.
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.
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.
We are seeking a Senior Customer Success Manager specializing in Telecom and Field Service Management to join our team in Staines-upon-Thames, United Kingdom. In this pivotal role, you will be responsible for driving customer satisfaction, adoption, and long-term success of our products and services in the telecom industry.
- Lead and orchestrate a large virtual team to ensure customer success and satisfaction
- Manage program deliveries and maintain strong relationships with senior customer stakeholders
- Drive customer adoption and productive use of IFS products and services
- Help customers discover new features and become long-term users of our solutions
- Understand customer desired outcomes and leverage business value realization
- Support customers' digital journey through modernization and empowerment
- Develop and implement success strategies aligned with customer goals and industry best practices
- Conduct regular business reviews and executive steering committee meetings
- Identify and action delivery-related risks for both IFS-led and Partner-led deliveries
- Collaborate with internal teams to ensure seamless customer experiences
- Secure and maintain customer references through the Voice of Customer (VOC) process
- Identify upsell opportunities and communicate them to the Sales team
- Monitor and report on key performance indicators (KPIs) and success metrics
Qualifications:
- Proven track record in customer success management, preferably in the telecom or field service management industries
- Extensive experience in delivery project management and customer-facing roles
- In-depth knowledge of industry-related trends, operating KPIs, and value drivers in the telecom sector
- Strong acumen in delivery methodology and service offerings
- Demonstrated ability to lead through influence and build trust with both internal and external stakeholders
- Proficiency in Business Value Assessment (BVA) tools and processes
- Understanding of subscription services and experience with renewal processes for both services and licenses
- Excellent communication and relationship management skills, with the ability to engage effectively at the executive level
- Analytical mindset with strong problem-solving and decision-making abilities
- Experience in leading executive steering committee meetings and handling potential escalations
- Fluency in English (verbal and written); additional languages are a plus
- Bachelor's degree in a relevant field or equivalent work experience
- Domain knowledge of IFS Applications or similar enterprise software solutions
- Proficiency in CRM software and data analysis tools
- Passion for creating strong, trusted customer relationships with a focus on satisfaction and exceeding expectations
- Ability to navigate cross-functional teams and collaborate effectively with various departments
- Detail-oriented approach with a strong focus on customer outcomes and goal achievement
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences.
Senior Customer Success Manager, Telecom - Field Service Management employer: IFS
Contact Detail:
IFS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager, Telecom - Field Service Management
✨Tip Number 1
Familiarise yourself with IFS's AI-driven solutions and how they impact customer success in the telecom sector. Understanding the technology will help you articulate how you can drive customer satisfaction and adoption effectively.
✨Tip Number 2
Network with current or former employees of IFS, especially those in customer success roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles, particularly in telecom or field service management. Highlighting measurable outcomes will demonstrate your capability to deliver results.
✨Tip Number 4
Stay updated on the latest trends and challenges in the telecom industry. Being knowledgeable about current issues will allow you to engage in meaningful conversations during interviews and show your commitment to the field.
We think you need these skills to ace Senior Customer Success Manager, Telecom - Field Service Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success management, particularly in the telecom or field service management sectors. Use specific examples that demonstrate your ability to drive customer satisfaction and adoption.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your skills align with IFS's mission. Mention your understanding of their AI-driven solutions and how you can contribute to their commitment to innovation and customer satisfaction.
Showcase Relevant Skills: Emphasise your proficiency in Business Value Assessment tools, project management, and relationship management. Highlight any experience you have with CRM software and data analysis tools, as these are crucial for the role.
Demonstrate Cultural Fit: Reflect on IFS's values of diversity, collaboration, and sustainability in your application. Share examples of how you've contributed to an inclusive environment or worked effectively in diverse teams, showcasing your alignment with their company culture.
How to prepare for a job interview at IFS
✨Understand the Company Culture
Before your interview, take some time to research IFS's company culture and values. They emphasise diversity, innovation, and customer satisfaction, so be prepared to discuss how your personal values align with theirs.
✨Showcase Your Customer Success Experience
Be ready to share specific examples from your past roles that demonstrate your success in customer management, particularly in telecom or field service management. Highlight how you drove customer satisfaction and adoption of products.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage customer relationships. Think of situations where you had to influence stakeholders or handle escalations, and prepare to discuss your approach.
✨Demonstrate Your Analytical Skills
Since the role requires monitoring KPIs and success metrics, be prepared to discuss your experience with data analysis tools and how you've used data to drive customer success. This will show your analytical mindset and decision-making abilities.
