Infor

Title:  Customer Success Manager

Location: US, Remote (EST)

Position Summary:

We are seeking an enthusiastic, self-motivated professional to join our Customer Success Management Team. Infor Nexus Customer Success is responsible to manage the overall health and relationship of a pool of customers, focusing on their individual and network success using the Infor Nexus platform. 

Our team is available to the customers’ management and super users to help drive adoption, address support issues, and optimize their experience on the platform.

This is a challenging role, which requires strategic thinking and relationship building, but at times is also quite tactical, requiring hands-on problem solving.

Key Responsibilities: 

•            Creating highly satisfied customers by demonstrating personal commitment to their successful use of Infor Nexus

•            Driving increased user adoption and customer engagement, creating long term beneficial relationships, and enhancing the customer support experience

•            Introduce customers to ongoing support engagement and best practices

•            Monitoring customer health, retention, and day-to-day support activities

•            Collaborating with customers and internal teams alike to address areas of concern where appropriate

•            Working with a ‘virtual’ team across different locations and time zones, sharing a common goal of meeting the needs of our customers

•            Advocating on behalf of the customer with Professional Services, Product Management, and Engineering teams to champion customer enhancements or bug fixes that will improve the customer experience

•            Operating as a point of escalation for a pool of customers, including answering how-to questions and coordinating with internal teams to address concerns regarding operational matters

•            Prioritize and triage incoming customer issues

•            Collaborating with the Strategic Account Manager to provide performance metrics and identified opportunities

Basic Qualifications:

•            5 years’ experience in customer service/support role is required

•            Experience or familiarity with supply chain management, international trade, logistics or shipping industry practices is preferred

•            Strong customer engagement experience; oral, written, and presentation skills with highly refined interpersonal skills is required

•            Strong problem solving and analytical skills are essential, preferably with experience either implementing or supporting financial or physical supply chain systems

•            Working knowledge of Microsoft Office applications (Excel, Word, PowerPoint) is required

•            Ability to multitask and work in a deadline/time sensitive environment

•            Ability to work independently, but also be a team player

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. 

As a global company spanning multiple regions and offering limitless opportunities for growth, we believe that everyone should be an entrepreneur of their role. At Infor, there are countless opportunities for you to be challenged and contribute towards transformative growth. Sounds exciting? Apply today!

For more information visit www.infor.com