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

The AI Onboarding & Operations Specialist is a critical post-sale role responsible for ensuring customers successfully onboard to our new AI products and experience an exceptional journey across the full adoption lifecycle. This role ensures customers understand, activate, and gain value from the full breadth of Embedded AI capabilities—driving successful deployment, early wins, and strong ongoing customer sentiment.

In addition to customer enablement responsibilities, this role also serves a secondary function as an operational leader supporting the General Manager for Embedded AI. In this capacity, you will lead special projects, drive operational excellence, manage cross-functional coordination, and establish scalable processes, reporting frameworks, and feedback mechanisms.

You will work closely with Sales and Pre-Sales during the pre-sale phase to ensure customers are set up for success from the very beginning, and then take ownership post-sale to guide customers through onboarding, implementation, and experience optimization.

Key Responsibilities

Customer Onboarding & Experience

• Lead customer onboarding for new AI products, ensuring a clear, structured, and effective onboarding journey.

• Guide customers through setup, activation, and early use case adoption to ensure quick time-to-value.

• Serve as a customer advocate to ensure a smooth, consistent, and high-quality customer experience across touchpoints.

• Build trusted relationships with customer stakeholders and maintain visibility into their goals and adoption progress.

Operational Leadership & Special Projects

• Act as the operations lead supporting the General Manager for Embedded AI.

• Manage and execute special projects aligned with organizational priorities, including strategic initiatives, process improvements, and operational enhancements.

• Coordinate cross-functional efforts across Sales, Pre-Sales, Product, Support, Delivery, and Marketing.

• Ensure project milestones, deliverables, and timelines are tracked, communicated, and delivered successfully.

Process Development & Optimization

• Establish and continuously optimize onboarding processes, frameworks, and customer experience workflows.

• Design and implement standardized procedures, templates, playbooks, and best practices for onboarding and adoption.

• Ensure internal teams follow consistent onboarding execution standards across all accounts.

Reporting, Insights & Feedback Loops

• Create reporting frameworks to monitor onboarding progress, customer sentiment, product usage, and experience quality.

• Regularly provide actionable feedback to leadership and cross-functional teams regarding customer experience, adoption challenges, and improvement opportunities.

• Develop KPIs and dashboards to track onboarding effectiveness and operational performance.

Cross-Functional Collaboration

• Partner with Sales and Pre-Sales to ensure seamless transitions and aligned customer expectations throughout the customer lifecycle.

• Work closely with Product and Engineering teams to relay customer insights and influence future roadmap decisions.

• Collaborate with Support and Delivery to resolve issues quickly and ensure strong customer outcomes.

Customer Success Outcomes

• Ensure customers achieve their early wins and are empowered to leverage the full capabilities of Embedded AI.

• Identify adoption opportunities, unblock challenges, and guide customers toward successful usage.

• Advocate for scalable improvements that enhance customer success across the entire Embedded AI portfolio.

Skills & Competencies

Customer Leadership

• Strong communication and relationship-building skills with the ability to guide customers through technical onboarding.

• Deep understanding of customer needs, sentiment, and success drivers.

• Ability to influence cross-functional teams to ensure a cohesive customer experience.

Operational Excellence

• Strong program and project management capabilities.

• Ability to build, refine, and scale operational frameworks, processes, and reporting systems.

• Highly organized with exceptional attention to detail and follow-through.

Technical Aptitude

• Comfort working with AI-driven products, data workflows, integrations, and technical concepts.

• Ability to translate customer requirements into onboarding and product adoption workflows.

Strategic Thinking & Problem Solving

• Ability to analyze processes, identify system-level improvements, and drive operational efficiency.

• Strong critical thinking and decision-making skills with the ability to work in ambiguity.

Cross-Functional Collaboration

• Skilled at navigating complex stakeholder environments and driving alignment across departments.

• Proactive in building strong working relationships across Sales, Pre-Sales, Product, Support, and leadership teams.

Qualifications

• Bachelor’s degree in a relevant field.

• Minimum 10 years of experience in a tech environment.

• Proven track record in building and growing revenue streams in a technology business.

• Hands-on customer-facing experience (Customer Success, Pre-Sales, Technical Consulting, Operations, or similar).

• Demonstrated ability to lead onboarding, customer engagement, and operational initiatives.

• Strong communication skills and professional fluency in English.

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.