Customer Success Manager, Aerospace & Defense | Manufacturing

About the role

A Customer Success Manager will take the customer facing role and is responsible for Success through the leadership and effective orchestration of a large virtual team, management of program deliveries and strong senior customer relationships.

Responsibilities

• Take the customer facing role and is responsible for Success through the leadership and effective orchestration of a large virtual team, management of program deliveries and strong senior customer relationships.
• Delivery project experience in customer-facing roles (IFS preferred)
• Industry depth and experience in Aerospace & Defense (A&D) industries. Has familiarity and perspective on respective industry-related trends, operating KPIs, and value drivers
• Strong acumen on delivery methodology and delivery service offerings
• Owning and intently focused on IFS end-customer experience with products and services; noting that some products and services influencing the experience are from third-parties and/or Partners
• Leveraging business outcomes by value realization on the fundamental reason why the solution was purchased and supporting their digital journey through modernization and empowering them to achieve more

Qualifications

• Delivery project experience in customer-facing roles (IFS preferred)
• Industry depth and experience in Aerospace & Defense (A&D) industries. Has familiarity and perspective on respective industry-related trends, operating KPIs, and value drivers
• Strong acumen on delivery methodology and delivery service offerings
• Owning and intently focused on IFS end-customer experience with products and services; noting that some products and services influencing the experience are from third-parties and/or Partners
• Highlighting and actioning delivery-related risk at IFS’s end-customers for both IFS GCS-led delivery as well as Partner-led delivery
• Ability to lead through influence and trust both internally within IFS and externally with Customers and Partners
• Knowledge of the Business Value Assessment (BVA) tools and overall process. Ability to develop Value Metrics and measure the outcome of the Success program with the Customer or Partner
• Understanding of subscription services and able to support renewal process of both services and licenses with engagement required to secure revenue
• Leading executive steering committee meetings with customers and communication to IFS SLT on progress
• Driven to secure IFS references and regular reporting through the VOC process
• Communication and collaboration with Sales on any potential upsell opportunities
• Communication with Global Delivery SLT on any potential escalations needed
• Fluency in English and local language (verbal and written)
• Ability to navigate within other IFS departments such as Support, R&D, and Sales
• Passion for creating strong and trusted customer relationships, with a focus satisfaction and exceeding expectations
• Bachelor’s degree, master’s degree or equivalent work experience in a relevant field
• Active listening, strong interpersonal communications, and relationship building
• Excellent communication and relationship management skills
• Experience in building, maintaining, and evolving relationships with executives
• Domain knowledge of IFS Applications

What We’re Offering

• Salary Range: $125,000 - $140,000 plus bonus
• Flexible paid time off, including sick and holiday
• Medical, dental, & vision insurance
• 401K with Company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

Additional Information

• We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences.
• By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging.
• 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