General information

Country
United States
City
Remote Location
Department
Maintenance Business
Job ID
28445

Description & Requirements

Infor Customer Success Managers (CSMs) provide Infor customers on with dedicated resources that will guide and help customers achieve maximum value from their Infor investment. Infor CSMs 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 CSMs fosters a dynamic and strategic relationship between Infor and the customer. Infor CSMs are committed to a long term and dedicated partnership to drive continued success. Through close collaboration, CSMs provide continuous attention in order to proactively minimize disruption, maximize the existing software adoption and utilization, and achieve strategic business outcomes.

A Day in The Life Typically Includes:

  • Evangelize capabilities of Infor applications including Best Practices and Optimization of Human Resources, Supply Chain or Finance business processes.
  • Focus on Infor Compass customers; Hospitality and other industries.
  • Effectively network and expand relationships with the senior business sponsors in order to understand and execute against customer’s business goals and objectives.
  • Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan.
  • Customer retention including supporting the renewal process
  • Seek customer reference by creating raving fans
  • Proactively work with internal resources to resolve Application and Operations issues through Xtreme Support and Infor Cloud Operations
  • Schedule regular meetings with customers to understand ongoing challenges and advise on corrective action
  • Setup Executive Business Reviews to revisit customer’s business goals

What You Will Need -Basic Qualifications

  • 7+ years’ experience working in a Customer Success, Service or support capacity within the software or high-tech industry, SaaS preferred
  • 5+ years of experience managing critical customer issues with senior management
  • 3+ years of combined successful experience in the following areas: Project management or implementation management experience in the software industry
  • Experience working with complex global organizations preferred
  • Experience, and or deep knowledge of the hospitality industry.  Broad knowledge of other industries preferred.
  • Ability to engage in multiple initiatives simultaneously, prioritize tasks and make effective decisions under pressure

Preferred Qualifications:

  • Ability to respond quickly to changing demands
  • Commitment to teamwork and the ability to operate in a matrix management environment


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