General information

Country
United Kingdom
City
Remote Location
Department
Maintenance Business
Job ID
27410

Description & Requirements

Customer Success Executive – German Market

UK - Remote

 

About Infor

Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions, and that one size does not fit all.

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.

For more information visit www.infor.com

 

 

Position Summary

The Customer Success Executive (CSE) will be the primary point of contact throughout the customer journey and will make sure their desired outcome materializes. Their mission is to increase and maximize value for the customer as well as drive customer retention. The CSE will secure, expand, and extend the Infor footprint by partnering with Services, Sales, Support, Product Development and Partners to drive customer success and desired customer business outcomes. This role is ultimately accountable for the customer’s success and engaged alongside the customer from inception throughout the entire customer Lifecyle.

 

Your Responsibilities Include

  • Manage a total book of business of around $15Million ARR or more
  • Primary point of contact and trusted advisor for the assigned customers
  • Effectively manage customer escalations and satisfaction
  • Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Infor
  • Influence long-term value by driving customer product adoption, consumption, upsell and renewal
  • Align with Infor’s business rhythms including Sales, Product Development, Support, Cloud Operations, and Infor Managed Services (IMS)
  • Align with customers’ strategic vision, buying decision, and value creation expectation and aligning all Infor pillars throughout the entire customer lifecycle
  • Ensure customers derive maximum value and achieve desired business outcomes with their investments
  • Proactively anticipate and identify upcoming customer needs, influence product roadmap
  • Own & Execute the Account Strategy + accountable for the customer’s success
  • Achieve referenceability and realize customer’s value expectations
  • Expand relationships horizontally/vertically across the customer
  • Work closely with customer and internal stakeholders to determine governance model
  • Promote strategic partnership, aligned with business needs, and solution priorities
  • Key member of Infor Account Team and aligned on key outcomes and objectives
  • Alignment with product & technical experts
  • Consistency of communication, executive business reviews & adoption plans across customer
  • Responsibility for account team coverage with eye toward current and planned solution footprint to leverage efficiencies
  • Customer onboarding as well as provide best practice guidance and thought leadership on business-as-usual processes across the entire lifecycle

 

 

Knowledge and Skills, You Bring to the Organization

  • German language skills to a fluent level are mandatory for this role
  • Deep domain expertise, especially in the Industrial Manufacturing industry is a distinct advantage
  • Experienced consultative Account Management mindset with strong commercial acumen
  • Client focused with a strong ability to manage multi – facetted problems and situations across several functions
  • Excellent executive presence and communication abilities
  • Proven ability to build relationships and gain credibility with customers and Infor’s C-Suite Executives
  • Proven strong communication, negotiation and influencing skill with key stakeholders/C-Suite, ability to retain and grow customers
  • Ability to work with global, cross-functional teams (i.e., Sales, Consulting Services/Partners and Support)
  • Ability to work in a matrix environment
  • Ability to influence without authority
  • Proven track record of working with global SaaS and Professional Services engagements, particularly with multi-product/multi-site ERP deployments
  • Excellent track record in escalation & change management
  • Proven track record in strategic account planning and oversight of activities to reduce customer white space
  • Previous leadership roles are advantageous

 

What’s in it for you?

At Infor, we are highly invested in the success of our people. We strive to make Infor a great company to do business with—and an awesome place to work. We recruit passionate people, cultivate an inclusive work environment, and encourage volunteerism in our communities

 

Our Values

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfilment for its employees. 

 

Infor does not discriminate in employment opportunities or practices on the basis of race, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age or individuals with disabilities.

At Infor we value your privacy that’s why we created a policy that you can read here.

 

The information above is not complete and may change once joining Infor in future but this is a guide of the overall role. Please find further information here: http://www.infor.com/

Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

 

We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® 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.