Infor

The Senior Program Manager, CSX leads the implementation of customer experience related transformation initiatives for the CSX (Customer Success & Experience) teams with the goal to improve the experience of our customers globally.

Day in the Life: 

• Functions as the lead Customer Success & Experience (CSX) program manager for in-team transformation initiatives, and partners with Corporate PM organization on key cross-functional initiatives.
• Works hands on during origination or startup of key CCO programs collaborating on initial version of artifacts and operational deliverables, building process and programmatic structure.
• Owns the development and execution of key CS program and scale workstreams such as usage, playbooks, etc. 
• Monitors progress of key programs, maintains deliverable deadlines, and communicates progress to stakeholders.
• Awareness to identify and address barriers to successful delivery of key programs.
• Collaborates with supporting functions: Business Ops, Finance, Marketing, and others responsible for deliverables of key CCO programs.
• Drives CS expertise and POV on content for executive and recurring cadences for key transformation initiatives. Works with key contacts to ensure quality and on time delivery of work product.

Basic Qualifications

• Experience driving improved business outcomes in the Customer Experience or Success organizations of a technology company.
• Experience managing project or programs.    
• Experience with customer success best practices in a SaaS company

Preferred Qualifications

• Effective analytical skills. Has ability to ‘tell a story’ and communicate with data.
• Effortless communicator that thrives in working in a cross functional team. Track record of influencing peers, organizations, and leaders.
• Reputation for on time, quality execution that developed trust with internal customers, stakeholders. 
• Change agent that works and leads consistent with our Principle Based Management philosophy.
• Working knowledge of relevant customer success solutions and their underlying datasets such as Salesforce, Gainsight and CRM solutions.
• Bachelor's degree in business, Marketing, or related field. PMP designation or master's degree preferred.