Engagement Advisory Manager - Unified Support

Company Description

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.

Job Description

As an Engagement Advisory Manager, you will help customers achieve successful outcomes through proactive, scalable engagement across the customer lifecycle.

• Manage short-term customer engagements, supporting onboarding, adoption and long-term customer success.
• Use customer feedback and data to identify needs, risks and opportunities for improvement.
• Create and promote reusable knowledge and self-service assets to support customers and partners at scale.
• Collaborate across IFS teams to resolve issues, share insight and improve the customer experience.
• Deliver clear one-to-many communications, including webinars, written guidance and digital outreach.
• Support customer advocacy, referenceability, retention and renewal outcomes.

Keys to Success

Success in this role requires strong customer focus, clear communication, commercial awareness and the ability to turn insight into action.

• Customer-first, proactive and outcomes focused.
• Confident communicator across customer and internal stakeholder groups.
• Data-led, commercially aware and able to prioritise effectively.
• Collaborative, influential and comfortable working across teams.
• Curious about products, customer use cases and continuous improvement.
• Resilient, professional and aligned to IFS values.

Qualifications

• A proven background in a similar role within Enterprise Software and Services Industry
• Demonstrated expertise in delivering Customer success
• Tertiary education in a relevant discipline or proven equivalent knowledge
• Natural skills in building relationships and using initiative to get the job done
• Strong team player and networker
• Negotiating skills within a context of potentially conflicting interests.
• Comfort working within a matrix-rich organization
• Willing to work for the required shift hours (05:00 AM start)

Additional Information

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.