Client Services Partner

2 months ago

Singapur, Singapore IFS Full time
Job Description

The Client Services Partner is a key player in our services organization, collaborating closely with Sales Executives to drive customer success. This role requires a unique blend of domain expertise, industry experience, and leadership skills to develop a services strategy that meets customer needs and drives long-term success. The ideal candidate will have a deep understanding of our services portfolio, including Support & Maintenance, Consulting Services, Customer Success, Cloud Services, and frameworks.

Key Responsibilities
  • Establish a trusted advisor relationship with sales teams, customers, and Customer Success Management teams to drive continued value for customers.
  • Develop and implement project scopes that ensure the shortest path to success for customers and IFS.
  • Drive the shift to subscription (recurring revenue models) for Services in line with IFS' wider strategy.
  • Operate with a sales growth mindset, balancing value for customers with IFS revenue and profitability goals, while ensuring service integrity.
  • Ensure compliance with processes and procedures.
  • Stay up-to-date on the latest offerings through attending clinics, mandatory enablement, events, and maintaining a personal development plan.
Essential Duties and Accountabilities
  • 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.
  • Develop a realistic and optimal implementation/upgrade/Success approach for each bid and customer, escalating risks as appropriate.
  • Utilize our tooling and processes.
  • Run regular clinics/enablement for Account Managers in assigned territories, building relationships and multiplying portfolio awareness.
  • Participate in and run regular opportunity review cadences to assess and understand all risks and opportunities throughout the sales cycle.
  • Form a team with Client Service Specialists when additional content, detail, and specialist support are 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.
Overall Required Competence
  • The Client Services Partner must be a key driver, influencer, engager, and motivator in Services Sales cycles, governing both short and long-term revenue realization objectives and set KPIs for a designated territory.
  • Be open to 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.
  • Operate in a fast-paced, decentralized, geographically and culturally diverse team.
  • Be self-driven and proactive in nature.
Qualifications
  • 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.

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