General information

Country
United States
City
Remote Location
Department
Customer Relations
Job ID
26742

Description & Requirements

Title: Customer Relations Director

Location: Remote

The Customer Relations Director is part of a global customer advocacy team (CA), focused on customer relations, leading or supporting the resolution of customer disputes, escalations or legal claims. CA’s mandate is cross-functional in nature, representing customer issues within Infor, directing and/or coordinating activities and resources across all Infor organizations, and driving resolution in a manner that is fair and reasonable for both customers and Infor.

A Day in The Life Typically Includes:

This position serves multiple roles:

  • Actively manages case volumes of approximately 8-12 accounts at any given time.
  • Working with customer and Infor personnel, performs due diligence and fact-finding to objectively understand and evaluate circumstances and context surrounding customer complaints, in order to conclude the root causes of customer issues.
  • Develops and executes strategies and plans focused on customer complaint resolution.
  • Evaluating facts surrounding customer complaints, formulating a resolution approach and/or settlement recommendations, and driving the approval process with Infor legal and office of the CEO.
  • Develops executive-level customer relationships with the objective of achieving “trusted advisor” status, and confidence that customer concerns will be fairly represented within Infor.
  • Directly manages high severity, high impact product-related customer escalations, coordinating activities and priorities with Infor Support and Development organizations.


What You Will Need:

Basic Qualifications:

  • 10 years working in senior services, sales, or support capacity within the software industry, and ideally in multiple roles that have provided broad software company experience. 
  • Advanced skills in relationship building, conflict management, and negotiations.
  • Strong interpersonal and communication skills with all organizational levels, including C-level.
  • Strong ability and track record of influencing outcomes via negotiation skills.
  • Ability to build and manage resolution plans
  • Ability to work with emotional or difficult situations, acting as the calm voice of reason.
  • Ability to consistently perform in a high-pressure, deadline-oriented environment
  • Excellent planning, time management, decision making, presentation, and organizational skills
  • Note: some travel may be required

What Will Put You Ahead?

Preferred Qualifications:

  • Experience with legal protocols and norms, and a strong understanding of commercial contracts related to software, support, and services.
  • Highly methodical and analytical in terms of conducting analysis, documenting results, and preparing conclusions and recommendations.
  • Ability to scale perspectives and approaches, from understanding strategic customer requirements to the tactical plans and requirements needed to achieve them.
  • Strong ability to lead virtual cross-functional teams to a common goal, in particular in escalation situations.
  • Strong ability to utilize judgment based on “hard and soft” information, to evaluate and draw conclusions.
  • Ability to multi-task internal and external priorities
  • Fluency in English, with French fluency as an asset


Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

 

We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® 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. 


Equal Opportunity Employer, including disability and protected veteran status. This employer uses E-Verify.  Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf