Client Services Specialist

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

Services Sales 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 function is responsible for driving recurring revenues and operates as a global practice through the network of individuals based in each Market Unit 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 has a specific sub-set of the Services Portfolio in their kitbag and are accountable 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

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

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

• Lifecycle Engagements (Select & Success) - Positioning, sizing and scoping support for our higher tier service engagements. Partner 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 will take a holistic Customer centric view to provide professional recommendations which requires a good comprehension across the Portfolio.

The purpose of the Services Sales Support team is to drive 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 and tools

• Scope and estimate to secure a predictable and profitable business for IFS

• Offers Services and solutions that the delivery teams can deliver and achieve 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:

• Assist the Client Services Partners with offering specific qualifying, positioning, value identification, scoping, proposals, contracts and setting up lifetime value engagements for our Customer Services Portfolio.

• Work collaboratively in pursuit-based teams led by Client Services Partners to effectively position the relevant offerings.

• Drive both short term and long-term revenue realization targets and objectives for the offering area.

• To run periodic campaigns to raise awareness and customer success stories for the relevant offerings.

• Provide regular feedback to Solutioning Centre on service offerings based on services sales engagement (evolving market needs) with prospects and customers. Where necessary may be necessary to engage in short-term activities to release new services (Menu Cards)

Qualifications

To be successful in the role you will have:

• A background in consulting or services sales or presales roles in Enterprise Software.

• An expert knowledge of Enterprise Resource Planning (ERP) or Enterprise Asset Management (EAM) or Field Services Management (FSM).

• Proficiency in English and Japanese language both verbal and written.

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

• A Client Services Specialist enjoys the opportunity 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.

• The drive and proactivity to remain current in all aspects of the Services portfolio and be able to position and sell successfully.