Senior Director, Professional Services/ Customer Success

Company Description

IFS is a billion-dollar revenue company with 6000+ 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.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

The Market Unit Director, North America is responsible for driving service revenues, with a strong emphasis on lifetime and recurring revenue as defined in our Global Customer Services portfolio. Directly/indirectly managing customer facing teams of Program Managers, Customer & Partner Success Managers, Consultants, Solution Architects and any other Go To Market roles as needed.

This will be achieved by developing a loyal and satisfied customer base, building sustainable and growing revenues, championing our ‘Partner First’ strategy, accelerating our strategic intent and ensuring we provide excellent employee experiences by:

• Management and delivery of a comprehensive P&L against the annual budget and monthly forecasts.
• Delivering the transition to a primarily recurring revenue service model within the respective Region while protecting the integrity of IFS and the Global Customer Services (GCS) organization.
• Advocating global consistency: standard tools, methodologies, processes, and service offerings.
• Working in partnership with matrix functions globally.
• Champion the IFS and Global Customer Services strategy, encouraging the teams’ development and contribution to the same.
• Driving quality and integrity in the performance of the Market Unit GCS team, maximizing recurring, predictable and profitable business for IFS.
• Strengthening our position to scale through trusted relationships with local, regional and global partners.
• Establish strategic relationships across the matrix organization to make certain we deliver incremental value for our customers.

Duties and Accountabilities

The primary objective of the Senior Director - Delivery is to ensure that performance metrics are met while protecting the integrity of our Global Customer Services organization. This means establishing a professional practice that drives quality through predictable outcomes and results for Customers and IFS.

• In collaboration with the Market Unit Sales team and the GCS Services Sales Support team, develop the go-to-market and demand generation strategy and approach for Professional Services, Premium Engagements and Maintenance; jointly pursue and close sales opportunities with a focus on the services components.
• Make certain that we craft services contracts that we can fulfill by offering standard services and solutions, through which we can deliver the agreed outcome.
• Drive standardization and industrialization of the Services delivery model through the enforcement of global service agreements, templates, tools, and other as
• Ensure we are achieving high services coverage (attach rate of Maintenance, Premium Engagements, Professional Services) in our pursuit to make every customer an advocate.
• Provide effective leadership to the Market Unit Customer Services team, driving performance, engagement and personal ownership of development and career satisfaction.
• Operate with a high level of transparency and accuracy.
• Serve as the point of escalation regarding any and all Customer service interactions within the Market Unit, taking ownership of the Customer experience and potential impact for the business.

Qualifications

To be successful you will:

• Be a result-orientated individual with a history of high-performance management and building sustainable profitability.
• Have previously developed (hiring, coaching and performance managing) and built successful teams.
• Be confident in making strategic decisions and prioritizing evolving business needs.
• Be comfortable with C-Level communication (both internal and external)
• Drive discipline, quality and consistency of performance and process throughout the organization.
• Operate in a fast-paced, evolving, geographically dispersed, matrix environment and in culturally diverse teams.
• Be proactive by nature.
• Remain up to date with all aspects of the GCS services portfolio and broader IFS strategy.
• Be able to successfully position and build the culture and expectation around the team doing the same.

Additional Information

• Have a progressive career in Management and Customer facing roles in managing one or multiple areas within Professional Services and Consulting Delivery, Customer Success and/or Customer Support business functions.
• Have previously managed a Business Unit P&L with annual revenue over US $15M.
• Demonstratable commercial awareness and proof of sustained success.
• Proficiency in English and relevant local language.
• Strong verbal and written communication and strategic planning skills.
• Working across multiple functions and geographical locations in a deadline- and outcome-driven environment.
• Flexible for travel.

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

Kilde: Jobnet.dk