General information
Country United States City Remote Location Job ID 45730 Department SaaS
Description & Requirements
Infor’s customer success mission is to increase and maximize value for the customer and Infor, ensuring that customer strategic objectives and business outcomes are realized. The Customer Success Executive (CSE) is a crucial owner of the customer within. Infor, aligned throughout the customer journey serving as the main executive point of contact with their executive team. The CSE is the overall account owner partnering to bring the full breadth and depth of Infor to customers, helping them achieve their business outcomes and creating mutual value to both organizations. The CSE establishes the account strategy and executes on that strategy to meet their KPIs focused on customer success, satisfaction, customer expansion, unqualified references, and retention. The CSE is the escalation point for the customer within Infor and serves as an advocate with Sales, Services, Support, Product Development, and partners to drive customer success and desired customer business outcomes.
A Day in The Life Typically Includes:
For 80% of your time, you will:
- Act as the primary relationship owner driving mutual benefit for customer and Infor.
- Own and execute the account strategy, plan, escalation, and governance model.
- Identify opportunities for additional Infor capabilities within the account.
- Assist customers with the renewal process.
- Drive a strategic partnership that is aligned with customer business objectives and priorities.
- Develop a trust-based relationship within the account that expand relationships horizontally/vertically.
- Ensure consistent communication, executive, annual, and quarterly partnering reviews.
- Understand and assist in driving the customers’ strategic vision, buying decision, and value drivers.
- Effectively manage customer escalations and satisfaction level.
- Align Infor pillars such as Sales, Services, Support, Product Development throughout the entire customer lifecycle.
- Coordinate customer access to product & technical experts.
- Work with customers to obtain unqualified references.
- Ensure customers derive maximum value and achieve desired business outcomes with their investment in Infor solutions.
- Help customers define their annual roadmap and work with the customer to define solution adoption and expansion plans.
- Advocate product roadmap enhancements on behalf of the customer.
For 20% of your time, you will:
- Provide updates and communication to leadership on customer health, plans and issues.
- Maintain education on product, industry, and enablement updates.
- Manage account team and ensure team engagement.
Basic Qualifications:
- Sales, service delivery, or account management experience.
- Large-scale, complex software implementations experience.
- Experience leading process improvement initiatives with creative and innovative models.
- Executive presence and communication skills to hold crucial conversations at the highest levels.
- Build and sustain strong working relationships at the executive level.
- Experience working in a highly matrixed environment.
- Experience leading, developing, and coaching high-performing teams.
- Experience leading, motivating and directing a workgroup.
Preferred Qualifications:
- Customer-focused and experience influencing others to achieve results in matrix environment.
- Business transformation and change management experience.
- Experience in specific industry business operations, challenges, and trends.
- Experience in leading a small team of indirect reports.
Location:
US Remote (Dallas, TX; Alpharetta, GA)
About Infor
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.
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