Director, Customer Success - - 16437

General information

Pays

Singapour

Ville

Singapour

Identifiant du poste

43630

Department

SaaS

Expériences

DIRECTOR

Employment Status

FULL_TIME

Workplace Type

Hybrid

Description & Requirements

Infor’s customer success mission is to maximize value for both the customer and Infor, ensuring that customer strategic objectives and business outcomes are achieved. The Director, Customer Success for the Asia Pacific, as well as Australia/New Zealand region plays a crucial role in ensuring strong strategic alignment with local leadership whilst leading a small team of Customer Success Executives (CSEs) as well as Customer Success Managers (CSM) through both hands-on and strategic approaches. This role focuses on building momentum around key company priorities, driving understanding of Infor’s Carefor Success offering in the region whilst building out the maturity of the deliverables suitable for the international region.

What you will be doing:

• Forge strong alliances with local and cross-functional leadership to ensure alignment with strategic objectives and drive exceptional business outcomes and expansion of the customer base to boost revenue.

• Inspire and lead by setting a visionary strategy, establishing clear priorities, and deploying innovative service models and customer journeys tailored to the Asia Pacific region.

• Champion change management initiatives, effectively communicating and implementing global best practices across functions and within the Customer Success (CS) organization and other capabilities..

• Manage complex, high-impact Customer Success Programs, pilots, and relationships, encompassing strategy development, stakeholder management, communications, and key performance indicators (KPIs).

• Lead and empower a dynamic team of Customer Success Executives (CSEs) and Customer Success Managers (CSMs), fostering a culture of collaboration and high performance.

• Build and nurture lasting relationships with customers, ensuring their ongoing success and satisfaction.

• Proactively resolve escalated customer issues with urgency, providing expert guidance to the team and acting as a sponsor to remove blockers in the resolution of success plans – strong collaboration with Managed Services and Customer Retention Services teams.

• Maintain meticulous records of customer interactions, success metrics, and departmental performance. Generate insightful reports to share with relevant teams and management.

• Represent the Customer Success function as a leader in various forums, including All-Hands Calls, Senior Leadership Meetings, and offsite meetings, with potential international travel.

Knowledge, Skills & Abilities:

• Strong strategic thinking and problem-solving abilities, ideally with history in sales roles

• A proven record of accomplishment of leading process improvement initiatives with creative and innovative models

• Excellent communication and interpersonal skills including CxO suite communication and interaction

• Expertise in business transformation and change management.

• Considerable experience managing an evolving SaaS (Software as a Service) Customer Success team, carrying, and achieving team KPIs

• Strong mentoring, coaching and people management skills

• Customer-focused and demonstrated success to influence others to achieve results in matrix environment.

• Expertise in internal and external stakeholder management across the Asia Pacific, Australian and New Zealand region, covering a customer base across the Food & Beverage, Public Sector and industrial Manufacturing industries.

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.