At IFS you will work in a growing, global enterprise software company built upon committed and empowered colleagues who come to work knowing they are making a difference. We work every day within our single platform and embedded digital innovation to help our customers be their best when it really matters to their customers – at the Moment of Service™. We take pride in ensuring that our employees are able to achieve the company goals as well as develop their career. We believe empowered autonomy, committed colleagues and being part of a winning team are the keys to our success and what makes us great! We are #ForTheChallengers and if that resonates with you, we would love to hear from you!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

The role is accountable for ensuring that the region deliver high value engagements to Customers and Partners, in accordance with global practice. You will work closely with the Customer Success Leadership in the Region, as well as our Global functions, driving the transition to a Customer Success centric organization. We are recruiting for this role in our North&Central region.

Essential duties and accountabilities:

• Maximize our ability to deliver Success services to Customers and Partners in a consistent way.
• Champion best practices and enablement for Customer and Partner Success Management across the region, driving quality, performance, and integrity
• Be accountable for adoption of Customer Success practices and tools in the region. 
• Monitor that we are fulfilling our commitments to Premium Engagement Customers, that our engagements are adding value to our customers, and contributing to IFS growth and profitability. Initiate and drive improvement activities as needed.
• Drive the CSMs’ commercial focus and practices. 
• Safeguard that Success Plans are created, signed-off, delivered upon and kept updated for all Premium Engagements. 
• Safeguard that contractual Quarterly Business Reviews are performed, followed up and actioned for all Premium engagements. 
• Initiate and drive compliance assessments and audits, and corresponding improvement plans. On demand, support regional leadership in customer engagement rescue/recovery. 
• Develop and optimize capabilities and performance, based on predefined learning journeys, of the Customer Success Managers (CSMs) and Customer Success Engagement Managers (CSEMs). Overlook CSM and CSEM capacity and competency. Act as the main liaison between the region and the Global Customer Engagement and Partner Success practice leads, providing feedback to strengthen IFS’ offering and delivery practices, based upon current and future customer needs. 
• Ensure that all CSMs have gone through the relevant training prior to engaging as a CSM/CSEM. 
• Be the conduit between services sales and Success in the region to ensure that CSMs are assigned as per the sales process. 
• Sponsor selected Success engagaments.

In order to succeed in the role, you need to be:

• Passionate about delivering results for our Customers, Partners and IFS.
• Possesses a strong ability to influence and drive change - gets inspired by leading and coaching others. 
• Ability to establish oneself as a trusted and strategic advisor to the Customer Success leadership and teams in the region, and to drive discipline, quality and consistency of performance and process. 
• Remain familiar and up to date with all aspects of the services portfolio, Customer Success practices and the broader IFS strategy. 
• Able to shape constructive and value-add feedback for regional and global leadership based on market unit experiences. 
• Confident communicator at all levels, strong verbal and written communication and strategic planning skills.
•  Ability to operate in a fast-paced, decentralized, geographically and culturally diverse teams. 
• Self-driven and proactive in nature.
• Lives the IFS Values

Essential qualifications:

• Holds a college or university degree in relevant field. 
• Must be able to demonstrate commercial awareness and proof of sustained success, with 5-10 years relevant work experience. 
• Proficiency in English and one local language. 
• Open for travelling as required

What we offer you:

• Great challenges in delivering projects to large customers together with an experienced IFS team and our partners.
• To work with a great product with good recognition in the market and amongst customers and analysts.
• To work with our international contacts and colleagues including our offshore, R&D and partner organizations.

We are recruiting for this role in our North&Central region (Nordics, Poland, DACH).

Final candidates may be asked to take a test and to allow a third party to do a background check. In addition - depending on location and local legislation - reference checks may be carried out prior to proceeding to the final step in the recruitment process.

For further information, please contact hiring manager Hilde Aune Skretting (VP Customer Success N&C Europe): +47 95 14 38 69, or HR Business Partner Nordics, Tone Mette Pytte: +47 917 93 511.