General information

Pays
Pologne
Ville
Wroclaw
Identifiant du poste
42737
Department
SaaS
Expériences
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Remote

Description & Requirements

Position Summary
 Infor’s customer success mission is to increase and maximize value for the customer and Infor, ensuring that customer strategic objectives and business outcomes are realized. The Customer Success Executive (CSE) is a crucial owner of the customer within Infor, aligned throughout the customer journey serving as the main executive point of contact with their executive team. The CSE is the overall account owner partnering to bring the full breadth and depth of Infor to customers, helping them achieve their business outcomes and creating mutual value to both organizations.

The CSE establishes the account strategy and executes on that strategy to meet their KPIs focused on customer success, satisfaction, customer expansion, unqualified references, and retention. The CSE is the escalation point for the customer within Infor and serves as an advocate with Sales, Services, Support, Product Development, and partners to drive customer success and desired customer business outcomes. This role will manage a range of customers within the designated Industry and have a set of KPIs in relation to the role level. This position may have a team of indirect resources reporting to them for account engagement as and to aid resolution of issues

A Day in The Life Typically Includes:

80% of the time you will:
• Act as the primary relationship owner driving mutual benefit for small and medium sized customers with a range including but not limited to of USD 250K - $1Million Annual Contractual Value (ACV)
• Own and execute the account strategy, plan, escalation, and governance model for small and medium sized customers
• Identify opportunities for additional Infor capabilities within the account.
• Assist customers with the renewal process. Relationship management:
• Drive a strategic partnership that is aligned with customer business objectives and priorities.
• Develop a trust-based relationship within the account that expand relationships horizontally/vertically.
• Ensure consistent communication, executive, annual, partnering reviews.

Advocacy:
• Understand and assist in driving the customers’ strategic vision, buying decision, and value drivers.
• Effectively manage customer escalations and satisfaction level.
• Align Infor pillars such as Sales, Services, Support, Product Development throughout the entire customer lifecycle.
• Coordinate customer access to product & technical experts.
• Work with customers to obtain unqualified references. Value Realization:
• Ensure customers derive maximum value and achieve desired business outcomes with their investment in Infor solutions.
• Help customers define their annual roadmap and work with the customer to define solution adoption and expansion plans.
• Advocate product roadmap enhancements on behalf of the customer.

20% of your time, you will
• Provide updates and communication to leadership on customer health, plans and issues.
• Maintain education on product, industry, and enablement updates.
• Manage account team and ensure team engagement.

Basic Qualifications:
• Extensive professional experience in service delivery, sales, and account management.
• Record of leadership and proven success in large-scale, complex ERP software implementations.
• Strong executive presence and communication skills, including the ability to hold crucial conversations.
• Experience in a consultative role with the C-suite and Executive teams.
• Ability to build and sustain strong working relationships at the executive level.
• Experience working in a highly matrixed environment.
• Demonstrated critical thinking and decision-making skills.
• Lead customer experience outcomes to achieve long term value.
• Successful track record in leading, developing, and coaching high-performing teams.
• Ability to lead, motivate and direct a workgroup.

Preferred Qualifications:
• Fluency in any European Language is preferred. Native equivalent fluency in German or Italian is a distinct advantage.
• A proven track record of leading process improvement initiatives with creative and innovative models.
• Customer-focused and demonstrated success to influence others to achieve results in matrix environment.
• Expertise in business transformation and change management.
• Expertise in specific industry business operations, challenges, and trends.
• Industry experience in Food and Beverage (F&B) and/or Manufacturing.
• Experience in leading a small team of indirect reports


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.

Retour à la liste des emplois