General information

Country
Poland
City
Wroclaw
Job ID
42258
Department
SaaS
Experience Level
ASSOCIATE
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

A Customer Experience Manager, Associate will provide scalable services to customers including but not limited to onboarding, live webinar sessions , customer requests and proactive outreaches. The Customer Experience Manager, Associate will be part of the Customer Experience Hub (CX Hub) , a global team of Customer Experience Managers (CEMs) who works together to ensure our customers receive prompt and professional assistance whenever they need it.

As part of the Customer Experience Hub team (CX Hub):
•Infor Customer Experience Manager, Associate provides Infor customers with guidance and help them to achieve maximum value from their Infor investment in a 1 to1 or 1 to many format.
•Provide attention for customers to minimize disruption, maximize the existing software adoption and utilization, and achieve business outcomes
•Deliver LIVE and recorded webinar sessions that improve customer experience
•Create new educational content in a “How to video” or e-learning format
•Participate in active outreach activities to divulge important organizational changes which will impact customers.

A Day in The Life Typically Includes:
•Address customer queries via a shared Inbox
•Deliver and prepare Live webinars sessions
•Update systems of records such as Gainsight and Jiras
•Create new educational content
•Proactive Outreach to customers
•Adoption Workshops
•Mutual Benefit Touchpoints
•In-Tuned with capabilities of Infor applications including Best Practices
•Report on Customer Health

Basic Qualifications:
Education & Experience
• Bachelor's Degree or equivalent experience
• Minimum 2 years of customer related experience (post-sales)

Required Skills
• Excellent written/verbal communication and presentation skills
• Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously
• Ability to respond quickly to changing demands and market conditions
• Commitment to teamwork and ability to operate in a collaborative environment
• Interest in technology and ability to understand technical concepts and data

Preferred Qualifications:
• Multiple Languages. Fluent in German.
• Experience working with key technology
• Experience working with a Premium Support or Services organization to have a good working knowledge of customer management, support, & experience
• Experience with major ERPs
• Project Management experience a plus
• Proven strong communication, negotiation and influencing skill

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.

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

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