IFS

Lead Customer Success Manager

Paris, Île-de-France Region, France · On-site · Full-time

Apply on the employer’s site ↗See how well you match this job

You apply directly with the employer. ROLIVA does not submit applications from this page and is not the employer.

About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerIFS
LocationParis, Île-de-France Region, France
Work styleOn-site
Employment typeFull-time
Employer posted5 days ago

A Customer Success Manager will take the customer facing role and is responsible for customer success through the leadership and effective orchestration of a large virtual team, management of program deliveries and strong senior customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of IFS products and services, helping customers discover new features and enabling them to become long-term users. The Customer Success Manager is front-and-centre with our customers, understanding their desired outcomes, driving customer satisfaction and loyalty through a strong relationship and 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.

ESSENTIAL DUTIES AND ACCOUNTABILITIES:

Streamline the interaction between the customer and IFS aligned with a tailored customer journey to leverage a value-added customer experience across all moments that matter
Be the Voice of the customer (VoC) encompasses the gathering and understanding of all streams of feedback to improve the quality and experience of delivered services and be the internal catalyst of improvements initiatives
Partnering with the core account team or the Lifetime Value team to build and retain strategic customer relationships, across both business and technical functions at the most senior levels of the customer organization.
Profound knowledge of the Global Customer Services Portfolio
Profound knowledge of the Global Customer Services operating processes and procedure
Engaging and strengthening relationships with key customer decision makers / sponsors / influencers to align delivery priorities in support of their strategy
Ownership of and accountability for the end to end delivery plan – driving customer success and operational health, realizing customer business outcomes, and digital transformation and at the same time leverage product value, product usage expansion and generator of use cases.
Identify and drive new sales opportunities (up/cross sell) in cooperation with Lifetime Value function or the Core Account team.
Serve as the primary contact in the customer success management team in solving complaints and addressing service or product issues
Be the customer advocate, continuously working in their best interest to maximize business outcome and value realization based on the client business and processes understanding supported by product usage and user behaviours data insights
Establish regular cadence with customers to measure progress against the Customer Success Plan (CSP) and to identify new asks and/or wants on behalf of the customer
Be able to develop and provide business reviews with C-level executives, practitioners, and other management with your customers
Reach out to customers, interact with users, and/or conducts focus group meetings to work on solutions and lead into decisions
Must live the IFS Values

Show full description

This role is for the Europe Central region, for a French customer located in Paris.

Have worked as Customer Success Manager
Experience in different industries
Ability to lead through influence and trust
Excellent verbal and written communication skills in both English (C1) and French (C1)
Passion for creating a strong customer satisfaction
Bachelor’s degree, Master’s degree or equivalent work experience in a relevant field
Technically literate and familiar with customer engagement technologies, best practices and trends
High proficiency with Microsoft Office.
Excellent communication and relationship management skills
This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations
Strong leadership skills
Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (e.g. Senior Executives, IT management, Database administrators and Data Scientist).
Relationship Building - Adopts a “human first” approach to all activities and able to put themselves in the customers shoes. Understands customers’ needs clear communication and customer commitment.
Management skills: Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required
Experience customer-centric role generating software customer value with quick time to value realization
Passion for creating a strong customer satisfaction
Prescriptive approach - Uses a prescriptive approach to drive customer decisions and align key stakeholders towards action including challenging customers to change course when needed.
Commercially Aware - Both in terms of understanding the customers business as well as the commercial relationship between IFS and its customer.
Proactive Problem Solving - Proactively manages and owns the work process to drive desired outcomes, prioritizes work by focusing on what’s important.
Product and use-case knowledge - Knowledge of supported products and being able to identify how they solve key use cases and challenges for the customers.
Domain knowledge - Knowledge around industry trends and best practices and how to apply them to the customers.
Cross-functional collaboration - Effectively collaborates with other colleagues and teams to drive customer outcomes and company outcomes.

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. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

See how well you match this job Apply on the employer’s site ↗

Check your resume against this job Free, no sign-up. Nothing you paste is stored.

Staying safe while you apply

Never pay to apply, interview or accept an offer. ROLIVA never asks you for payment to apply to a job.
Apply only through the official “Apply on the employer’s site” button, on the employer’s own site, and check that a recruiter’s email uses that employer’s own domain rather than a free email address.
Be cautious of an offer made with no real interview, or pressure to decide quickly or share financial details early.

Does something look wrong with this listing? Use “Report broken link” in the role details, or read ROLIVA’s full job-safety guidance ↗.

Preparing for this role with ROLIVA

Check the fit.
Compare the requirements with the experience you have confirmed, including gaps.
Prepare honestly.
Build interview stories and application drafts from your own evidence.
Keep track.
Save the role and record your own application status and follow-ups.

Create a free workspace or log in.