Job Description

SUMMARY

The Client Services Partners (CSP) are a key partner to our sales teams and Customers, they bridge the gap between translate desired outcomes, to portfolio offerings, to executable agreements that deliver value across the lifecycle and executing agreements that deliver the desired outcomes through the entire Customer lifecycle. A person in this role has the entire IFS Services Portfolio in their kitbag (project consulting, support, maintenance, cloud services, Success and Academy) and is responsible for the integrity of how our portfolio of offerings is taken to market and applied in practice with Customers. Client Service Partners report into a regional team and will be primarly focused on our Service Management customers.

The Client Services Partner is dedicated to supporting the Sales organization with the packaging, positioning and attach of services, based on a common understanding of what the customer is trying to achieve in the short- and long-term, and also ensuring that the IFS proposals follow best practice and minimise risk to Customer and IFS. The CSP will closely collaborate with the Client Services Specialists to drive the content of the bids. For avoidance of doubt, the IFS Account Manager owns the customer relationship and end to end commercial responsibility (including for services). The positioning/packaging, commercial modelling advisory comes through the CSP.

Expected behaviours:

• 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.
• 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. 

Expected activities:

• Position and package all IFS Services offerings (project consulting, support, maintenance, cloud services, Success and Academy) for Net New, Install Base and Key Account segments
• Establish an 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.

Qualifications

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. 

REQUIRED EDUCATION & EXPERIENCE 

Essential: 

• 5+ years of experience in a customer facing role within the Service Management segment

• Proficiency in English Language and local language

• Strong verbal and written communication and strategic planning skills 

• Comfortable working across multiple functions and geographical locations in a deadline-driven environment

• Open for travelling as required. 

Desirable: 

• Experience in building relationship with C-Level

• Prior experience in similar or sales role