Customer Experience Manager, Senior - - 14538

معلومات عامة

بلد

الولايات المتحدة الأمريكية

مدينة

عن بعد

معرف الوظيفة

40741

قسم

Infor Consulting Services

Experience Level

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Remote

الوصف والمتطلبات

The Customer Experience Manager(CEM), Senior will build, develop, and mature multi-level customer relationships to foster partnerships with all levels of the customer organization including executive and C-Level to ensure successful usage and adoption of Infor solutions. They will provide strong leadership for the customer account team including mentoring of internal and external counterparts. They will seek customer reference by creating a solid business partnership through a strong business relationship with all levels of the customer organization. They will be accountable for driving, expanding, and retaining the book of business for their nominated accounts. The CEM, SR. is responsible for implementing and managing the delivery of services, in scope for customer agreements and offerings, as per laid out company policies and procedures, project/service management guidelines and best practices.

The CEM, Senior is the Chief Infor Adoption Officer for their respective customers. They help the customer optimize the utilization of their existing and available products, discussing features beyond core functionality and will ensure best practice adoption. The CEM, SR. can execute this adoption through 1:1 interaction with the customer, helping the customer engage support and peer group information sharing with other customers. The CEM, SR. will also facilitate expertise through Infor Consulting and Managed Services, Infor Education as well as the Infor Partner community as needed to ensure the customer realizes maximum business value from their investment.

A Typical Day in the Life Includes:

Lead Infor customer account teams to understand and execute against customer's business goals and objectives.
Seek customer sentiment and risks in achieving their stated business goals and develop a success plan to drive success and support customer retention including the renewal process
Respond to customer support escalations and serve as internal focal point to align internal organizations
Ensure the delivery of all contracted services per the contract and ensure internal financial discipline
Develop and execute success plans for customer issues that focus on root cause resolution
Review regularly enablement and training plans with their customers
Review customer usage data and create plans for customer adoption

Basic Qualifications:

Experience working in a service within the software or high-tech industry
Experience managing critical customer issues with senior management
Experience as a Customer Success Manager or comparable role
Experience in the following areas: account management, project management or implementation management experience in the software industry with executive levels
Experience with data analytics and investigation of data for trends and story to drive customer adoption and utilization of product to achieve value realization for the customer
Experience to create organic opportunities for growth and expansion of customer footprint
Communicate ideas effectively to broad internal and external Executive levels in the organizations

Preferred Qualifications:

Bachelor's Degree or equivalent experience
Knowledge of Infor Products and software lifecycle - Human Capital Management, Supply Chain Management or Finance are examples
Small, Medium and Large ERP system implementation and maintenance experience
Expertise in business processes and activities in key Infor focused industries
Technical Cloud skills, SaaS and Cloud technologies and architecture – Multi-Tenant, AWS, API’s, Integrations, databases, application farms, cloud security, elasticity, ADFS, certifications, privacy, etc
Experience working with a Maintenance Sales, Premium Support, or Managed Services organization to have a good working knowledge of maintenance and support
Problem Solving and Agile methodologies to quickly identify issues and determine next steps

We anticipate paying between $120,000 - $150,000 per year.  You may also be offered discretionary variable compensation [or target commission of $12,000 - $15,000 depending on the role]. Please note that the salary information is a general guideline only. In addition, Infor provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO).

حول Infor

ببناء مجموعات صناعية كاملة في السحابة وتنشر بكفاءة التكنولوجيا التي تضع تجربة المستخدم في المقام الأول ، وتستفيد من علم البيانات ، وتتكامل بسهولة في الأنظمة الحالية. تعتمد أكثر من 60,000 مؤسسة حول العالم على إنفور للمساعدة في التغلب على اضطرابات السوق وتحقيق التحول الرقمي على مستوى الأعمال.

لمزيد من المعلومات، يرجى زيارة 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.

At Infor we value your privacy that’s why we created a policy that you can read here.

This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf