Customer Success Executive, Senior - - 15307

General information

Pays

Pologne

Ville

Wroclaw

Identifiant du poste

41898

Department

SaaS

Expériences

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Remote

Description & Requirements

The Customer Success Executive (CSE) will be the primary point of contact throughout the customer journey and will make sure their desired outcome materialize. 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.

A Day In The Life Typically Includes:

• Manage a total book of business of around $10Million 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

Basic Qualifications:

• Fluency in English and one other language (either German, Swedish, Danish or Dutch)

• Deep domain expertise in one or more of Infor's focus industries.

• 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

Preferred Qualifications:

Previous leadership roles are advantageous

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.