Infor

Infor Support Escalation Managers (SEMs) act as a liaison with Infor internal teams and customers, to determine the validity of multiple customer support incidents escalated as critical to the completion of a project or milestone; showstoppers. Oversee the resolution of validated incidents via Support interaction, hot fix, or sufficient workaround to ensure that project milestones are met. The SEM is responsible for providing proactive monitoring and customer escalation management in support of our customers with their cloud and product needs. The SEM will work with all necessary contacts within the Infor organization to gather information about the critical problem to report back to the customer leadership team.  Ensures that the required Infor resources are engaged and working toward resolution of validated critical issues. Being an SEM exercises a large degree of individual discretion. Requires a thorough knowledge of the Infor products/services offered and extensive customer service skills. Drives resolution to moderately complex aspects of a project.

Essential Duties and Responsibilities

·       Manage customer prioritized incidents validated as critical to completion of a milestone and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.

·       Ensure customer incidents are validated as critical to a customer project milestone and are resolved within agreed upon timelines, process change ideas are implemented, and influence others towards action and change.

·       Reduce escalation volume, by identifying and assisting in Route Case Analysis

·       Lead improvements by proactively monitoring trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.

·       Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources. Provide supporting data/material to Support leadership in strategic, business, and operational planning. Provide clear and timely communications to relevant Infor contacts (Leadership, CSMs, Support Managers, Hyper Care, Customer Advocacy, PM’s, etc.) Coordinate relevant Infor Staff to test and confirm readiness to deploy remediated solutions to their production environments.

Education, Knowledge and Required Skills

·       4 - 7 years’ experience working in support capacity within the software or high-tech industry

·       3+ years’ experience managing critical customer issues and negotiating/setting expectations for customers with senior management

·       Ability to navigate complexity and cross-functional solutions

·       Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment

·       Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels to improve the customer’s experience

·       Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and customers. Able to manage relationships with peers and managers as it relates to Support and Services.

·       Demonstrates advanced analytical skills to analyze data, do research, diagnose and solve diverse technical problems.

·       Highly developed time management, decision making and organizational skills; consistently insures most effective and timely delivery of service to customers.

Preferred Skills

·       Infor CloudSuite knowledge or experience

·        Knowledge of French and/or German at least at a good level

·       Industry knowledge and experience

·       Previous experience handling escalations in a Support environment