Customer Success Upgrade Lead

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Do you make sure everything runs smoothly, even when there’s a lot going on at once? Are you the organizational jack-of-all-trades who effortlessly juggles multiple tasks and brings calm to a world of constant innovation? Then you’re the director we’re looking for!

The “Click” with iFacto

At iFacto, we believe that implementation is just the beginning. Our customers count on us to stay “future-proof.” As Customer Success Upgrade Lead, you’re the linchpin in that story. You’ll join our family of experts, where we don’t just look at code, but focus on the people and the business behind the software. You’ll ensure that upgrades aren’t a “nerve-wracking” moment, but an opportunity to deliver extra value.

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Profile

What are the “building blocks” of our new lead-role?

We’re not looking for a hardcore ERP specialist, but someone with a big-picture perspective, maturity, and a strong customer focus:

Education & Experience
You hold a bachelor’s degree (in IT, Economics, or Business Processes) and have 3 to 5 years of experience in customer service or project-based work.
Organizational Skills
You are administratively precise and can manage multiple projects simultaneously without losing your cool.
Communicator
You have strong verbal skills (Dutch/English) and can clearly translate technical information into terms the client’s business can understand.
IT Affinity
You have experience with ERP systems (Business Central is a plus!) and are curious about the latest tools and AI.
Problem Solver
You proactively identify where things are going wrong and take action before it affects the client.

Job description

Your Role: Director of innovation

As an Upgrade Lead, you are the captain who guides our Business Central SaaS customers through the monthly Microsoft releases and iFacto App updates. You are the coordinator, communicator, and guardian of the big picture.

Maintaining the big picture
You closely monitor releases. What’s coming up? You analyze the impact for each customer and determine what action is required.
Planning & Coordinating
You coordinate with developers, consultants, and project managers. You ensure everyone knows what needs to be done and when.
Communicating with clients
You are the primary point of contact for upgrades. You translate technical changes into language the client can understand.
Testing & Follow-up
You monitor test plans, track issues, and ensure everything is properly documented.
Creating added value
After an upgrade, you work with the client to identify which new features can be activated to improve their operations.

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What do we offer?

What can you expect from your iFacto family?

Impact & Ownership
You’ll have full responsibility for the upgrade process and play a key role in ensuring our clients’ business continuity.
Flexibility
A healthy balance between teamwork in the office and focused work from home.
Career Path
An environment where you can advance in Customer Success, project coordination, or deep ERP expertise.
Comprehensive Package
A competitive salary, a company car with a fuel card, insurance, a benefits plan, and all the tools you need to do your job well.

Are you ready for some oxygen?

Let us know why you are a suitable candidate.

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