Vice President of Customer Success, Delivery

3 weeks ago

Itasca, United States IFS Full time
Job Description

You will be a part of the IFS Global Delivery Centres team. This arm is responsible for the world-class delivery of our service portfolio, delivering in specific customer situations to transform plans for value realization, to reality. The Customer Success Central and Centres of Excellence are globally operating, elite knowledge multipliers with an attention to detail for exemplary customer experience.

The VP, Customer Success Central is responsible for the evolution of the Customer Success Central and Centres of Excellence as well the operation and optimization of Customer Success Central, focusing on customer success via proactive success services and reactive intervention where customer success is judged by IFS as at major risk. 

Being successful as the VP, Customer Success Central involves assuming ownership of the following duties;

Communicate a clear vision of the future: develop, discuss, explain, and actively promote the vision throughout IFS with key stakeholders, to peers, within IFS and when appropriate to partners, external stakeholders and to customers Define and implement a new Target Operating Model that will utilize the best of what we have enhanced by what we need to deliver the best customer experience in the software industry. Motivate through inspiration and mobilize teams: draw an inspiring target picture and mobilize people to get there, challenge people to leave their comfort zone, seek for feedback and call for people’s opinions, turn issues/threats into opportunities Set demanding goals and empower accountability to execute on the mission: derive clear and challenging targets, assign targets and set priorities, do not define the 'how' but the 'what’, encourage people to take ownership, do not delegate back to yourself in critical situations

Actively establish relationships characterized by mutual respect and trust: build a reliable, efficient, and effective network, stimulate individuals to broaden and use their network, actively create a culture of trust, mutual respect and openness, live this culture and act as a role model, work to overcome organizational boundaries and silo thinking

Your leadership will encourage people to continuously question the status quo and activate their creative and innovative skills: motivate people to think new, different, critical and to look for ways to find solutions, reward ideas, extraordinary achievements, and innovations, think, and act lean Show passion on the job: act as a role model for all team members; show authentic behavior, pride, and enthusiasm in the own job, demonstrate leading practices, and encourage team members to share own experiences, celebrate success, promote IFS as a great place to work

The VP, Customer Success Central must be result orientated, with a track-record of high-performance management and building sustainable profitability. They must;

Support the transformation towards becoming a true Customer Success organization Define and steer global programs that will introduce a new culture and way of working supported by services, process, and tools Supply, Demand and Forecast (skill gap planning) Management Accountable for the coordination and staffing for proactive and reactive customer services Liaison with other internal departments, particularly Customer Success department leadership team Influence decisions across multiple opinions across competing organizations Financial Management Reporting based on proactive and reactive services, Forecast, and Budgeting Developing (hiring, coaching, performance managing) senior individuals and building successful teams. Identifying training needs for strategic areas in your function Ability to operate in a fast-paced, evolving, geographically dispersed, matrix environment and in culturally diverse teams. Excellent stakeholder management at C Level Must live the IFS Values.

Qualifications

Essential :

At least 5 years’ experience in a business-critical support; at least 10 years within a Premium Engagement/Success Leadership role and minimum 10 years of experience working with Tier 1 Customers at the C level Significant experience: utilizing models and tools to build engagement in a global, matrixed business Executive presence and charisma. Creating and scaling repeatable services and frameworks Relevant Technology industry experience required.  Exceptional leadership, organizational and interpersonal skills. Highly developed business acumen. Setting strategic direction and putting that into action. Strong writing, presentation, mentoring, decision-making, communication, facilitation skills. Ability to utilize a combination of formal authority and persuasion skill sets. Adaptability and flexibility to manage deadline pressure, ambiguity and change.

Desirable :

Leadership position in several cultural environments and global locations

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