General information

United States
Maintenance Business
Job ID

Description & Requirements

Position:   Subscription Services Manager (SSM)

Location, US, Remote

The Subscription Services Manager (SSM) is a key individual contributor within the Infor Subscription Services (ISS) organization that helps to ensure our customers renew their annual support and subscriptions. The  SSM manages a diverse set of customers and partners with a focus on maintaining and growing renewal revenue and establishing partner/client relationships with a particular focus on retaining customers and identifying opportunities for upsell/cross-sell. The  SSM must be skilled in communicating the ISS value proposition, managing challenging negotiations, writing proposals, and completing renewals and closing sales of add-on/upgraded support services programs

The  SSM operates under minimal supervision and typically reports to the Manager, ISS.

Essential Duties and Responsibilities              

  • Serve as a single point of contact on all matters related to support and subscription renewals and related matters for assigned customers.
  • Execute timely maintenance/subscription renewals following a defined process and systems.
  • Manage complex negotiations when confronted with challenges on uplifts or requested discounts from their own customers/partners and also support and advise less experienced SSM’s on any proposals and negotiations; escalate on a timely basis following company policies and the approval matrix for all exceptions.

·       Manage a revenue quota and participate in ongoing forecast reviews of assigned territory.

·       Learn and use the required Infor systems required to complete renewals, track progress, forecast, and report results.

  • Review and articulate value/benefits or renewal to assigned customers throughout the year.
  • Qualify and diagnose customer health, take appropriate actions, and provide updated status in appropriate systems
  • Drive effective revenue generation strategies, tactics, and processes for assigned territory
  • Continuously build relationships with influencers and decision-makers within assigned customers. 
  • Proactively acquire, maintain, and share industry, business, and product knowledge to improve your and others’ performance.

·       Effectively communicate company messages, value propositions, and value of renewals verbally and in writing.

·       Creatively solve problems and/or collaborate with other Infor teams to resolve issues

  • Maintain good industry and business knowledge and have an excellent level of product knowledge as is relevant for their assigned customers/partners. A role as “product champion” for a specified product line may be assigned.
  • Partner with a broader account team (e.g. sales, alliances, ICS executives) to provide seamless customer interaction

Skills and Knowledge

  • 3-5 years’ experience within ISS as an SSM, Account Manager, or equivalent customer-facing role.
  • 3-5 years of sales and negotiation skills; strong objection handling skills.
  • 3-5 years of good knowledge of the software industry and typical product deployment.
  • Must be motivated and goal-oriented with the proven ability to work with minimal direction
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions that mutually benefit Infor and customers.
  • Ability to organize, analyze, prioritize, complete activities, and meet deadlines.
  • Oral and written communication skills with the ability to credibly present recommendations at senior levels in the organization; proven ability to adapt communication style to fit geographically diverse styles.

·       Consistently accomplish all assigned work in a timely, accurate, and quality manner and strive for effective internal and external communications.

  • Requires ability to withstand frequent pressures as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions-oriented and professional manner throughout.
  • Ability to ‘think on one’s feet and respond effectively to ad hoc questions from customers.
  • Represent Infor in a positive light by consistently acting with a high degree of professionalism, integrity and humility
  • Desire and drive to be a lifelong learner by acquiring the best knowledge from any and all sources that will enable you to improve your performance.
  • Advanced Microsoft skills including Word, Excel, PowerPoint, and Outlook.

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. 

Equal Opportunity Employer, including disability and protected veteran status. This employer uses E-Verify.  Please visit the following website for additional information: