Infor

Infor Customer Experience Managers (CEMs) provide Infor customers with dedicated resources that will guide and help customers achieve maximum value from their Infor investment. Infor CEMs bring micro-vertical expertise and an understanding of the customer’s challenges and how Infor technology can help the customer meet their business goals. The CEMs foster a dynamic and strategic relationship between Infor and the customer.  We are searching for a Team Lead to help lead and develop our CEM team in Mexico. 

A Day in The Life Typically Includes:

• Build and manage relationships and partnerships that allow the ability to guide customers on feature adoption, new features, and product enhancements which support customer innovation goals.
• Manage milestones and transitions which drive process and solution optimization planning/execution.  Along with oversight of renewals in collaboration with subscription services
• Guide a customer through the lifecycle, starting from onboarding to transition to a post-live environment, and to regular activities of product updates and releases. Get in touch with customers through critical activities in managing their Infor products.
• Foster engagement with Infor customer groups, communities, and events. Generate referenceable customers for the Infor reference program.
• Mentor and coach CEM’s working with a variety of customers throughout the America’s.

Basic Qualifications:

• Experience working in a services role within software or high-tech industry.
• Experience leading a customer-facing team.
• Experience managing critical customer issues with senior management.
• Experience as a Customer Success Manager or comparable role.
• Account management, project management or implementation management experience in the software industry with executive levels.
• Experience with Problem Solving and Agile methodologies to quickly identify issues and determine next steps.
• 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.

Preferred Qualifications:

• Experience working with Infor Products and software lifecycle – Enterprise software, Supply Chain Management or Finance are examples.
• Small, Medium and Large ERP system implementation and maintenance experience.
• Experience working with Technical Cloud SaaS and Cloud technologies and architecture – Multi-Tenant, AWS, API’s, Integrations, databases, application farms, cloud security, elasticity, ADFS, certifications, privacy, etc.
• Experience with major ERPs – Financial, Manufacturing, Human Resources applications.
• Experience working with a Maintenance Sales, Premium Support, or Managed Services organization to have a good working knowledge of maintenance and support.
• Portuguese language skills.

Hybrid Role: Montes Urales Norte 505, Col, Lomas de Chapultepec, 11000 Ciudad de México.