General information

Country
Singapore
City
Singapore
Job ID
43630
Department
SaaS
Experience Level
DIRECTOR
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

Infor’s customer success mission is to maximize value for both the customer and Infor, ensuring that customer strategic objectives and business outcomes are achieved. The Director, Customer Success for the Asia Pacific, as well as Australia/New Zealand region plays a crucial role in ensuring strong strategic alignment with local leadership whilst leading a small team of Customer Success Executives (CSEs) as well as Customer Success Managers (CSM) through both hands-on and strategic approaches. This role focuses on building momentum around key company priorities, driving understanding of Infor’s Carefor Success offering in the region whilst building out the maturity of the deliverables suitable for the international region.


What you will be doing:
• Forge strong alliances with local and cross-functional leadership to ensure alignment with strategic objectives and drive exceptional business outcomes and expansion of the customer base to boost revenue.
• Inspire and lead by setting a visionary strategy, establishing clear priorities, and deploying innovative service models and customer journeys tailored to the Asia Pacific region.
• Champion change management initiatives, effectively communicating and implementing global best practices across functions and within the Customer Success (CS) organization and other capabilities..
• Manage complex, high-impact Customer Success Programs, pilots, and relationships, encompassing strategy development, stakeholder management, communications, and key performance indicators (KPIs).
• Lead and empower a dynamic team of Customer Success Executives (CSEs) and Customer Success Managers (CSMs), fostering a culture of collaboration and high performance.
• Build and nurture lasting relationships with customers, ensuring their ongoing success and satisfaction.
• Proactively resolve escalated customer issues with urgency, providing expert guidance to the team and acting as a sponsor to remove blockers in the resolution of success plans – strong collaboration with Managed Services and Customer Retention Services teams.
• Maintain meticulous records of customer interactions, success metrics, and departmental performance. Generate insightful reports to share with relevant teams and management.
• Represent the Customer Success function as a leader in various forums, including All-Hands Calls, Senior Leadership Meetings, and offsite meetings, with potential international travel.

Knowledge, Skills & Abilities:
• Strong strategic thinking and problem-solving abilities, ideally with history in sales roles
• A proven record of accomplishment of leading process improvement initiatives with creative and innovative models
• Excellent communication and interpersonal skills including CxO suite communication and interaction
• Expertise in business transformation and change management.
• Considerable experience managing an evolving SaaS (Software as a Service) Customer Success team, carrying, and achieving team KPIs
• Strong mentoring, coaching and people management skills
• Customer-focused and demonstrated success to influence others to achieve results in matrix environment.
• Expertise in internal and external stakeholder management across the Asia Pacific, Australian and New Zealand region, covering a customer base across the Food & Beverage, Public Sector and industrial Manufacturing industries.


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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