Infor

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.