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Client Services Specialist

3 weeks ago

Suntec, Singapore IFS SOLUTIONS ASIA PACIFIC PTE LTD Full time

8 years exp

**Roles & Responsibilities**

**Company Description**:
At IFS you will work in a growing, global enterprise software company built upon committed and empowered colleagues who come to work knowing they are making a difference. We work every day within our single platform and embedded digital innovation to help our customers be their best when it really matters to their customers - at the Moment of Service. We take pride in ensuring that our employees are able to achieve the company goals as well as develop their career. We believe empowered autonomy, committed colleagues and being part of a winning team are the keys to our success and what makes us great

Services Sales Support is a globally operating function 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 near - and long-term. The Services Sales Support function is responsible for driving recurring revenues and operates as a global practice through the network of individuals based in each MU or Region.

The Client Services Specialists are a key partner to our Client Services Partners and have deep specialist knowledge to help to position the right services to deliver outcomes across a Customers lifecycle. This role, Client Services Specialist, has a specific sub-set of the Services Portfolio in their kitbag and are responsible for the integrity of how our Portfolio of offerings is taken to market and applied in practice with Customers.
This role is part of a regional team and global practice. A Client Services Specialist will be primarily focused on the following areas for relevant sales cases:
**Cloud Specialist**
- Sizing, scoping and positioning of our Cloud offerings.
- Enabling the sales force to successfully position and sell IFS' cloud solutions.
- By exception, providing centralised "reach-back" support for cloud aspects of qualified strategic sales opportunities and helping to address blockers to sales.
- Building awareness, education and up to date, reusable reference resources such as documentation, user guides, FAQs, etc.
- Creating clarity and consistency around the messaging and approach for cloud implementations for global consistency.
- Capturing specific requirements and challenges from all parts of the business, filtering and aligning across the global IFS organisation.
- Working with the Cloud Operations Team and the wider IFS organisation to develop solutions.

**Maintenance Specialist**:

- Positioning the correct level of Support (Gold/Platinum) and providing expertise to move Customers from legacy agreements to our new standard agreements.

**Product-focused Project Specialist**:

- Expert support for sizing, scoping and positioning implementations and upgrades for one of our core product areas: IFS Cloud, Service Management (FSM/Astea/PSO/CE) and A&D

**Lifecycle Engagements (Select & Success)**:

- Positioning, sizing and scoping support for our higher tier service engagements. Collaborate with Customer Success team to build a long-term Customer Success Plan and ensure that the relevant service offerings are included in the plan e.g. AMS, Value Assurance, Enhancement Management, Safeguarding etc.

While all Client Services Specialists work under the direction of the Client Services Partners - who owns the Services Sales engagement - there is the explicit need to think creatively and critically to drive the best long-term results for the Customer. Across all specializations, the Client Services Specialists must take a holistic Customer centric view to provide professional recommendations and support which requires a good understanding across the Portfolio.

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

- Drive the transition to a primarily recurring revenue model in Services.
- Sell Services based on our Global Service Portfolio
- Propose the right level of engagement for each customer
- Use global standard templates, tools and agreements
- Scope and estimate to secure a predictable and profitable business for IFS
- Offers Services and solutions that the delivery teams can deliver and achieve agreed value

It is critically important the Client Services Specialists provide comprehensive, business contextualized and accurate information to support the sales cycle in a timely manner.
To achieve this, we need a well-defined Engagement model and global Services Sales Processes that are scalable and support all opportunities with consistent, timely and accurate services sales content.

The Client Services Specialists have the following responsibilities:

- Supports the Client Services Partners with offering specific qualifying, positioning, value identification, scoping, proposals, contracts and se