Customer Experience Manager - - 13910

General information

Pays

Japon

Ville

Tokyo

Identifiant du poste

39778

Department

SaaS

Experience Level

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Hybrid

Description & Requirements

Infor Customer Experience Managers (CEMs) provide Infor customers with dedicated resources that will guide and help customers achieve maximum value from their Infor investment. Infor CEMs bring micro-vertical expertise and an understanding of the customer’s challenges and how Infor technology can help the customer meet their business goals. The CEMs fosters a dynamic and strategic relationship between Infor and the customer.

Job Description:

• Manage Infor Managed Services contract completely and the delivery of it to clients, working with internal teams

• Assure that all contracted services are delivered according to IMS contract and in the tactical and operational procedures and agreements (limited to the scope of the IMS contract)

• Work with one or more Service Operations Managers (‘SOM’), Resource Planners as well as with 3rd parties, to make delivery teams, 3rd parties and individual people work smoothly together

• Ensure that the right quality of service is achieved, including regular quality audits and taking ownership for process improvements - while maintaining standards as set by the organization

• Drive continuous improvement processes on the contracts by initiating and managing Service Improvement Plans (SIPs) and resourcing plans to manage the IMS contracts on quality, efficiency and margin

• Be the first escalation point for customers, for SOMs, for 3rd parties, as well as for the ICS organization related to IMS delivery

• Execute Contract Management activities to assure timely contract renewals and maintaining all IMS contract related documentation and a customer specific Dossier Agreements and Procedures (DAP)

• Reporting and control activities, both externally as well as internally, including delivery of internal dashboard(s) and other required reports

• Initiate and attend tactical level internal and external meetings according to the governance model as agreed with customer

• Host internal and external auditors, by collaboration and delivery whatever is reasonable to achieve audit goals

• Design and plan the delivery of additional IMS services to clients, as needed

• Contribute to IMS business development opportunities and IMS contract revenue growth, by supporting ICS sales independently on content and budgeting aspects

• Work to secure reference clients through customer service excellence

Daily Tasks Include:

• Work with Internal Infor resources and client resources to ensure delivery of IMS services to clients

• Accountability for the targets and objectives as set for the specific region, specifically as they relate to client deployments and general customer satisfaction

• Be able to influence IMS programs and improve the IMS APJC market share, revenues and profitability

• Play an active part in business reviews and planning sessions with clients and the Infor team both locally and internationally

• Prime responsibility of client service delivery

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

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.