Senior Customer Success Manager, Telecom - Field Service Management

IFS is a billion-dollar revenue company with 7000+ 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.

We are seeking a Senior Customer Success Manager specializing in Telecom and Field Service Management to join our team in Staines-upon-Thames, United Kingdom. In this pivotal role, you will be responsible for driving customer satisfaction, adoption, and long-term success of our products and services in the telecom industry.

• Lead and orchestrate a large virtual team to ensure customer success and satisfaction
• Manage program deliveries and maintain strong relationships with senior customer stakeholders
• Drive customer adoption and productive use of IFS products and services
• Help customers discover new features and become long-term users of our solutions
• Understand customer desired outcomes and leverage business value realization
• Support customers' digital journey through modernization and empowerment
• Develop and implement success strategies aligned with customer goals and industry best practices
• Conduct regular business reviews and executive steering committee meetings
• Identify and action delivery-related risks for both IFS-led and Partner-led deliveries
• Collaborate with internal teams to ensure seamless customer experiences
• Secure and maintain customer references through the Voice of Customer (VOC) process
• Identify upsell opportunities and communicate them to the Sales team
• Monitor and report on key performance indicators (KPIs) and success metrics

• Proven track record in customer success management, preferably in the telecom or field service management industries
• Extensive experience in delivery project management and customer-facing roles
• In-depth knowledge of industry-related trends, operating KPIs, and value drivers in the telecom sector
• Strong acumen in delivery methodology and service offerings
• Demonstrated ability to lead through influence and build trust with both internal and external stakeholders
• Proficiency in Business Value Assessment (BVA) tools and processes
• Understanding of subscription services and experience with renewal processes for both services and licenses
• Excellent communication and relationship management skills, with the ability to engage effectively at the executive level
• Analytical mindset with strong problem-solving and decision-making abilities
• Experience in leading executive steering committee meetings and handling potential escalations
• Fluency in English (verbal and written); additional languages are a plus
• Bachelor's degree in a relevant field or equivalent work experience
• Domain knowledge of IFS Applications or similar enterprise software solutions
• Proficiency in CRM software and data analysis tools
• Passion for creating strong, trusted customer relationships with a focus on satisfaction and exceeding expectations
• Ability to navigate cross-functional teams and collaborate effectively with various departments
• Detail-oriented approach with a strong focus on customer outcomes and goal achievement

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.