Infor

The Customer Success Program Manager drives the execution, tracking, and reporting of strategic Customer Success initiatives across Cloud, ST and On-Prem customers, product success programs, and broader industry engagement events. This role ensures visibility, alignment, and progress toward goals while enabling data-driven decision-making through reporting, dashboards, and structured program governance.

A Day in The Life Typically Includes:

Program Tracking & Reporting

• Track and update the status of initiatives for Customer Success
• Maintain and manage Lawson V10 Customer Trackers to monitor sentiment improvement and quarterly successes for leadership visibility
• Oversee progress on Single-Tenant (ST) Customer Migrations making sure that the CS reporting is accurate and timely working in conjunction with CloudOps program management
• Track and report on CSD customer and product success programs, consolidating updates for leadership and stakeholders.

Event & Initiative Coordination

• Support Infor Services Industry Connect by tracking logistics and ensuring customer engagement.
• Organize Process Advisory Board sessions, including agenda creation, participant coordination, and follow-up action tracking.

Data & Insights

• Create ad hoc spreadsheet analyses to support decision-making and identify trends, gaps, or opportunities.
• Build and maintain Power BI dashboards that visualize progress, adoption metrics, and program impact.

Knowledge Management

• Update and maintain SharePoint sites to ensure accurate, accessible, and up-to-date resources for both internal teams and customers.
• Create new SharePoint pages to support emerging programs, initiatives, or customer engagement needs.

Basic Qualifications:

• Program & Project Management with the ability to manage multiple workstreams, deadlines, and stakeholders.
• Customer Success Orientation: Strong understanding of customer engagement.
• Excel, Power BI, and SharePoint administration.
• Experience building and sustaining strong working relationships at the executive level
• Experience organizing and facilitating both in-person and virtual sessions.
• Infor operations experience

Preferred Qualifications:

• Leading process improvement initiatives with creative and innovative models
• Customer-focused and demonstrated success to influence others to achieve results in matrix environment
• Experience in related industry business operations with similar challenges and trends