Customer Success Executive, Senior - - 15307

General information

Country

Poland

City

Wroclaw

Job ID

41898

Department

SaaS

Experience Level

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Remote

Description & Requirements

The Customer Success Executive (CSE) will be the primary point of contact throughout the customer journey and will make sure their desired outcome materialize. Their mission is to increase and maximize value for the customer as well as drive customer retention. The CSE will secure, expand, and extend the Infor footprint by partnering with Services, Sales, Support, Product Development and Partners to drive customer success and desired customer business outcomes. This role is ultimately accountable for the customer’s success and engaged alongside the customer from inception throughout the entire customer Lifecyle.

A Day In The Life Typically Includes:

• Manage a total book of business of around $10Million ARR or more

• Primary point of contact and trusted advisor for the assigned customers

• Effectively manage customer escalations and satisfaction

• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Infor

• Influence long-term value by driving customer product adoption, consumption, upsell and renewal

• Align with Infor’s business rhythms including Sales, Product Development, Support, Cloud Operations and Infor Managed Services (IMS)

• Align with customers’ strategic vision, buying decision, and value creation expectation and aligning all Infor pillars throughout the entire customer lifecycle

• Ensure customers derive maximum value and achieve desired business outcomes with their investments

• Proactively anticipate and identify upcoming customer needs, influence product roadmap

• Own & Execute the Account Strategy accountable for the customer’s success

• Achieve referenceability and realize customer’s value expectations

• Expand relationships horizontally/vertically across the customer

• Work closely with customer and internal stakeholders to determine governance model

• Promote strategic partnership, aligned with business needs, and solution priorities

• Key member of Infor Account Team and aligned on key outcomes and objectives

• Alignment with product & technical experts

• Consistency of communication, executive business reviews & adoption plans across customer

• Responsibility for account team coverage with eye toward current and planned solution footprint to leverage efficiencies

• Customer onboarding as well as provide best practice guidance and thought leadership on business-as-usual processes across the entire lifecycle

Basic Qualifications:

• Fluency in English and one other language (either German, Swedish, Danish or Dutch)

• Deep domain expertise in one or more of Infor's focus industries.

• Experienced consultative Account Management mindset with strong commercial acumen

• Client focused with a strong ability to manage multi – facetted problems and situations across several functions

• Excellent executive presence and communication abilities

• Proven ability to build relationships and gain credibility with customers and Infor’s C-Suite Executives

• Proven strong communication, negotiation and influencing skill with key stakeholders/C-Suite, ability to retain and grow customers

• Ability to work with global, cross-functional teams (i.e., Sales, Consulting Services/Partners and Support)

• Ability to work in a matrix environment

• Ability to influence without authority

• Proven track record of working with global SaaS and Professional Services engagements, particularly with multi-product/multi-site ERP deployments

• Excellent track record in escalation & change management

Preferred Qualifications:

Previous leadership roles are advantageous

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.