General information

Country
United Kingdom
City
Remote Location
Job ID
42631
Department
SaaS
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Remote

Description & Requirements

Due to organic growth, Infor’s International Customer Success organisation is recruiting a Manager, Customer Success for the Cross Regional Team. This pivotal role will focus on building and delivering scalable solutions for a low to medium touch customer base across multiple industries and territories.

This strategic and hands-on leader will manage a high-performing team to drive customer satisfaction, retention, and growth, as well as developing and enabling a talented team of Customer Success Executives. Reporting to the VP of Customer Success for the International region, you will support the advanced roll-out of the Infor Carefor Success (managed service) offering, including building and maturing deliverables, processes, and team excellence. 


Key Responsibilities: 

  • Develop Scalable Strategies: Create and implement scalable and efficient customer success strategies to manage a high volume of cross-regional accounts, ensuring customer satisfaction, retention, and growth. 
  • Lead a High-Performing Team: Mentor and develop a team of emerging talent, fostering a culture of continuous learning, innovation, and excellence in Customer Success roles. 
  • Collaborate Across Functions: Work closely with senior leadership and cross-functional teams to align customer success initiatives that align with strategic business objectives and drive mutual benefit to our customers. 
  • Data-Driven Insights: Utilize customer success metrics and analytics to drive insights, identify trends, and make informed decisions to enhance customer engagement and value delivery. 
  • Innovate and Improve Processes: Continuously seek process improvements and innovative solutions to enhance customer engagement and achieve optimal results. 
  • Customer Relationship Management: Act as a trusted advisor & sponsor to customers, understanding their needs and providing proactive support to maximize success with our products and services. 
  • Effective Onboarding and Training: Ensure effective onboarding and training programs for new customers, enabling them to quickly realize value and achieve their goals. 
  • Feedback and Adaptation: Gather feedback from customers and the team to refine processes, tools, and strategies, ensuring continuous improvement and adaptation to changing needs. 
  • Align with Company Vision: Maintain strong alignment with local leadership teams in line with Infor’s company vision, mission, and objectives. 


Qualifications & Skills: 

  • Leadership and Mentoring: Strong leadership skills with experience in mentoring junior professionals and fostering their development towards successful careers in Customer Success. 
  • Sector Experience: Proven experience in a customer success (or related) role in a diverse, multi-regional context. 
  • Communication and Relationship Building: Excellent communication and interpersonal skills, capable of building strong relationships with customers and internal stakeholders, including C-Suite. 
  • Strategic Thinking and Adaptability: Strategic thinker with a customer-centric mindset and the ability to adapt to changing priorities and thrive in a fast-paced, dynamic environment. 
  • Change Management: Demonstrated ability to lead change management initiatives, focusing on the big picture while managing detailed execution. 
  • Proficiency in Tools: Proficiency in customer success software and tools, with a data-driven approach to decision-making. 

This role offers a unique opportunity to make a significant impact on our Customer Success initiatives while developing and mentoring the next generation of talent. If you are passionate about customer success and have the skills and experience to drive excellence in a diverse region, we would love to hear from you. 




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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