General information

Pays
République tchèque
Ville
Prague
Département
Customer Relations
Identifiant du poste
37191

Description & Requirements

Driving to achieve Infor’s vision of: We succeed only when our customers succeed. Our CEM, SR. is the point of contact for Infor’s customers to achieve superior outcomes by leveraging our continuously evolving, differentiated solutions. Our products and services, combined with deep industry expertise, lead directly to better agility, deeper business insights, and holistic productivity improvements.
Relationship & Leadership - The CEM, SR. will build, develop, and mature multi-level customer relationships to foster partnerships with all levels of the customer organization including executive and C-Level to ensure successful usage and adoption of Infor solutions. They will provide strong leadership for the customer account team including mentoring of internal and external counterparts.
Functional - The CEM, SR. will have a solid understanding of their customers industry and business processes, which may include a micro-vertical focus such as Healthcare, Distribution, Discrete & Process Manufacturing. They will provide creative solutions and variations to approach business and related use cases for their customers.
Application - The CEM, SR. is the Chief Infor Adoption Officer for their respective customers. They help the customer optimize the utilization of their existing and available products, discussing features beyond core functionality and will ensure best practice adoption. The CEM, SR. can execute this adoption through 1:1 interaction with the customer, helping the customer engage support and peer group information sharing with other customers. The CEM, SR. will also facilitate expertise through Infor Consulting and Managed Services, Infor Education as well as the Infor Partner community as needed to ensure the customer realizes maximum business value from their investment..

A Day in The Life Typically Includes:
  • Lead Infor customer account teams to understand and execute against customer's business goals and objectives.
  • Seek customer sentiment and risks in achieving their stated business goals and develop a success plan to drive success
  • Support customer retention including the renewal process
  • Lead the customer kickoff and welcome process
  • Attend critical implementation stakeholder meetings
  • Respond to customer support escalations and serve as internal focal point to align internal organizations
  • Implement a robust governance program with customers to understand and track current issues
  • Ensure the delivery of all contracted services per the contract and ensure internal financial discipline
  • Develop and execute success plans for customer issues that focus on root cause resolution
  • Setup Quarterly Business and Annual Partnership Reviews to stay aligned and showing progress with customer and their business goals and outcomes
  • Review regularly enablement and training plans with their customers
  • Review customer usage data and create plans for customer adoption
  • Become a Trusted Business Partner responsible for making recommendations aligned with customer priorities
  • Mentor internal and external teams

Required skills:
  • Working experience in a service within the software or high-tech industry
  • Deep experience managing critical customer issues with senior management
  • Extensive experience as a Customer Success Manager or comparable role
  • Combined successful experience in the following areas: account management, project management or implementation management experience in the software industry with executive levels
  • Industry knowledge and experience
  • Proven effective Problem Solving and Agile methodologies to quickly identify issues and determine next steps
  • Proven experience with data analytics and investigation of data for trends and story to drive customer adoption and utilization of product to achieve value realization for the customer
  • Proven experience to create organic opportunities for growth and expansion of customer footprint
  • Proven ability to communicate ideas effectively to broad internal and external Executive levels in the organizations
  • Proven strong negotiation and influencing skills highlighting opportunities for expansion and growth
  • Excellent written/verbal communication and presentation skills
  • Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously
  • Ability to respond quickly to changing demands and market conditions
  • Commitment to teamwork and ability to operate in a matrix management environment
  • Fluent English and German

Preferred Qualifications:
  • Knowledge of Infor Products and software lifecycle - Human Capital Management, Supply Chain Management or Finance are examples
  • Small, Medium and Large ERP system implementation and maintenance experience
  • Expertise in business processes and activities in key Infor focused industries
  • Technical Cloud skills, SaaS and Cloud technologies and architecture – Multi-Tenant, AWS, API’s, Integrations, databases, application farms, cloud security, elasticity, ADFS, certifications, privacy, etc
  • Advanced economic thinking
  • Strategic level influencer
  • Experience with major ERPs – Financial, Manufacturing, Human Resources applications
  • Experience working with a Maintenance Sales, Premium Support, or Managed Services organization to have a good working knowledge of maintenance and support


À propos d’Infor

Infor est un leader mondial des produits logiciels cloud d’entreprise pour les entreprises de marchés sectoriels. Infor crée des suites industrielles complètes dans le cloud et déploie efficacement une technologie qui place l’expérience utilisateur au premier plan, exploite la science des données et s’intègre facilement dans les systèmes existants. Plus de 60 000 entreprises dans le monde font confiance à Infor pour surmonter les perturbations du marché et réaliser une transformation numérique à l’échelle de l’entreprise. 
Pour plus d’informations, visitez www.infor.com

Nos valeurs

Chez Infor, nous visons un environnement fondé sur une philosophie d’entreprise appelée Principle Based Management™ (PBM™) et huit principes directeurs : intégrité, gérance & conformité, transformation, entrepreneuriat fondé sur des principes, connaissance, humilité, respect, réalisation de soi. L’augmentation de la diversité est importante pour refléter nos marchés, nos clients, nos partenaires et les communautés que nous servons aujourd’hui et à l’avenir.

Nous avons un engagement sans relâche envers une culture basée sur PBM. Informé par les principes qui permettent à une société libre et ouverte de s’épanouir, PBM™ prépare les individus à innover, à s’améliorer et à se transformer tout en favorisant une organisation saine et en croissance qui crée de la valeur à long terme pour ses clients et ses partisans et l’épanouissement de ses employés.

Infor souscrit au principe de l’égalité des chances. Nous nous engageons à créer un environnement de travail diversifié et inclusif. Infor ne discrimine pas les candidats ou les employés en raison de leur sexe, de leur race, de leur identité de genre, de leur handicap, de leur âge, de leur orientation sexuelle, de leur religion, de leur origine nationale, de leur statut d’ancien combattant ou de tout autre statut protégé par la loi.

Chez Infor, nous respectons votre vie privée, c’est pourquoi nous avons créé une politique que vous pouvez lire ici.

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