IFS Customer Success Services all start and end with one key element: a global team of committed professionals. Mads Rydder, Client Services Partner for IFS Customer Success, talks to us about his role, different aspects, and benefits of consulting engagements, and what he enjoys most about the work.
You’re a Client Services Partner for IFS Customer Success. What exactly do you do?
As Client Services Partner based in Linköping, Sweden, I’m responsible for positioning and selling IT consulting services and the IFS Customer Success framework to IFS customers in North and Central Europe. Essentially, I’m recommending and selling the appropriate IFS Success package agreements to IFS customers, and then handing over to our consulting team to deliver the engagement and Success Plan.
This can take place after software implementation, once the customer has been using the system for a few months, but it can also happen in parallel. For example, Success Services can start to add value mid-way through a project, for instance by supporting the customer with data migration, configuration, report design, testing, training and more.
The bottom line is we want to scope and understand the real business drivers and strategic challenges as soon as we can, so that we can help to put in place the Success intervention the customer needs.
Also, partners are often implementing a customer’s solution. In those cases, we support both the partner and the customer during the full implementation with Expert Services.
Can you share some examples of engagement at work?
We’re currently in talks with a long-standing global IFS customer who, after 20 years using best-of-breed solutions, has now decided to commit to a strategy of maximizing their use of IFS. This means that they have purchased an IFS Enterprise license for global access, implementing in 60 countries.
Initially, they are implementing a warehouse and a manufacturing solution with us, but are looking to replace several legacy systems too. In this scenario, we are working with them to identify those areas with the highest potential to add value using IFS.
They need our IFS Success services to ramp up their own in-house competence and guide them in key focus areas beyond Finance. It could be R&D, HR, Procurement or Project Management; in each use case we assess the fastest use case wins, and where to replace inefficient legacy systems with IFS. This will likely be a three-year engagement project involving 5-10 IFS Success consultants across different solution profiles.
This customer is also considering our Application Management Services to enable day-to-day governance of their solution from within IFS.
In another scenario, we have a Nordic customer who is currently replacing legacy systems with IFS and going live in the New Year 2022. They need an IFS Success service for rollout, Application Management Services and Configuration, Reports, Integration and Management (CRIM). We’ll also support integrations and modifications.
What personal characteristics make good teams within IFS Success?
It would have to be someone who is engaging to really understand what the business challenges are and where the value is. That’s the starting point to helping any customer.
Always anticipating – being proactive, not reactive – is very important, as is being flexible and agile in your thinking to try and see what’s coming next.
How long have you been with IFS, and what have you done before?
I joined IFS in 2008 and spent seven years working in our consulting organization as project manager responsible for implementing solutions at our different customers. For the last 5-6 years I’ve been working selling consulting services as an implementation architect, and since January 2021 this role has expanded to include presales for IFS Success consulting engagements.
My career started after I completed a Master’s degree in Engineering. I worked for VELUX, the global fenestration company as a management trainee for two years, and then as a project manager for three. I then spent five years in Copenhagen working on mobile phone development for Nokia, and was part of the development team that created the (apparently now iconic!) Nokia 6210i. I then moved to Sweden, working as a project manager for another mobile company, Flextronics, for two years, before joining IFS. I’m now in my 13th year here.
What’s the most rewarding part about your job?
For me it’s definitely my interaction with customers. They are all different, and you need to understand what their drivers are and what issues are important for us to solve. There’s always a new problem and a new mind to read, understand and help.
I enjoy creating trust because I know that we are the right choice and that we can work to solve the real-world business problems they face.
It’s also important for me that I work with competent, professional colleagues. We have a great team spirit and fun environment, and all learn something new every day.
And passions outside the office?
I like to play golf with my sons and my father, and I enjoy riding my motorbike with my wife. I also like kayaking on the lakes and play some beach volleyball. I’m also partial to good British strong cheese and their draft beer!
SOURCE: Blogger, G. (2022c). IFS Customer Success team blog: Mads Rydder. IFS Blog. https://blog.ifs.com/2022/01/ifs-customer-success-team-blog-mads-rydder/
