Client Services Partner

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service™.

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 accept that there are so many different perspectives in this world. 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.

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

Job Description

The Client Services Partner is a leader in our services organization and a key partner to our Sales Executives. Through a mixture of domain expertise, industry experience and the ability to mobilize, motivate and inspire multi-disciplinary teams, the CSP creates a services strategy for our customers and ensures that we engage for the long-term to make the customer successful. This covers all aspects of the solution lifecycle, from when and how our customers deploy the software, how they solution new applications to solve business problems, down to how they operate and drive adoption of the applications through their business. The CSP leverages our services portfolio of Support & Maintenance, Consulting Services, Customer Success (Premium Engagements), Cloud Services and frameworks to help make our Partners successful. Through the positioning and sale of these services, the CSP takes ownership for securing the integrity of our customers solutions as we transition into customer delivery and long-term success management. 

Key Expectations

• Trusted Advisor: Establish a consultative, trusted and strategic advisor relationship with the sales teams, our customers and Customer Success Management teams to help drive continued value for our customers.
• Implementation: understand how to scope a project with shortest way to success for customer and IFS
• Shift to Subscription: While the Account Managers own the commercial strategy and responsibility for closing an opportunity, the CSP will help to drive shift to subscription (recurring revenue models) for Services in line with IFS’ wider strategy
• Growth & Integrity: Operate with a sales growth mindset blending value for the customer with IFS revenue/profitability goals, and IFS service integrity
• Ensure compliance, process and procedure are adhered to
• Multiplier; Stay enabled and up to date on the latest offerings through attending clinics, mandatory enablement, events and maintaining a personal development plan.
• Live IFS Values

Essential Duties and Accountabilities 

The objective of the Services Sales Support team is to support the Sales, Success and Partner teams in maximizing our ability to successfully sell IFS services to our customers and Partners in a consistent way throughout the lifecycle.

• Pitch all IFS Services offerings (project consulting, support, maintenance, cloud services, Success and Academy) for Net New, Install Base and Key Account segments
• Establish a competitive, profitable, and well-defined end-to-end service offering for each bid incorporating all relevant IFS Services
• Establish the realistic and optimal implementation/upgrade/Success approach for each bid and customer: Partner-led, IFS-led or hybrid, early in the sales cycle. Escalate where any risks as appropriate
• Insist on utilization of our tooling and processes
• Run regular clinics/ enablement for the Account Managers in an assigned territory, actively building relationships and multiplying portfolio awareness
• Participate in and run regular opportunity review cadences to fully assess and understand all risks and opportunities throughout the sales cycle
• Form a team with relevant Client Service Specialists when additional content, detail and specialist support is required
• Organize and govern the quality and completeness of the handover process to the delivery organization and project / program managers.
• Aid business planning and measurement through weekly CRM hygiene reviews and supporting local sales on pipeline creation activities. Lead Services Bid Reviews. Updates to key stakeholders, local/regional/global as per agreed cadence.

Overall Required Competence

• The Client Services Partners enjoy the challenge of being the key driver, influencer, engager and motivator in Services Sales cycles, while governing both short and long terms revenue realization objectives along with set KPI’s for a designated territory.
• Be open for inputs from Customer Success function, architect team and sales regarding services portfolio.
• Remain familiar and up to date with all aspects of the Services portfolio and be able to position and sell successfully.
• Ability to operate in a fast-paced, decentralized, geographically and culturally diverse teams.
• Self-driven and proactive in nature.

Qualifications

Essential:

• 10+ years of experience in a customer-facing services role (consulting, services sales, and/or presales) within the Enterprise Software industry.
• Some experience in Consulting Services delivery, Project Management and/or selling Customer Success or Premium Engagement is preferred.
• Some experience in selling professional services and working with ERP, EAM, and Service Management solutions. 
• Fluent in both English and Mandarin, including writing and speaking.