Infor

Infor Customer Experience Managers are trusted advisors to Infor Managed Services customers during assigned contract lifecycle.  In this individual contributor role, you will work with IMS colleagues in Delivery, as well as stakeholders in Finance, Consulting, and Customer Success, to achieve effective, profitable delivery of services and maximize customer satisfaction and referenceability.

Responsibilities:

·       Build and maintain long term relationships with customers, acting as the primary point of contact between the customer and Infor during the contract lifecycle

·       Manage the renewal cycle with customers and seek out opportunities to expand services in assigned accounts

·       Ensure that all contracted services are delivered according to what has been defined in the IMS contract and operational procedures

·       Schedule, facilitate, and monitor operations activities and ensure effective execution occurs

·       Ensure that intended quality of service is achieved, including regular quality audits and taking ownership for process improvements, while maintaining standards as set by the organization

·       Driving continuous improvement processes on the contracts by initiating and managing Service Improvement Plans (SIPs) and resourcing plans to manage the IMS contracts on quality, efficiency and margin

·       Own resolution and escalate as needed to achieve timely resolution of critical issues impacting service delivery

·       Schedule and participate in monthly and quarterly business reviews, maintaining insights and knowledge of the customer for use in business-wide analyses

·       Engage customers to secure participation as an Infor reference while maintaining customer satisfaction

·       Provide feedback to Infor consulting teams, partners and cloud operations to ensure continuous improvement for customers

·       Share best practices and collaborate within the SDM team as needed

·       Support sales efforts as needed

Qualifications:

·       3+ years of experience in account and managed services delivery management with major ERPs and/or SaaS/cloud software solutions

·       Strong project management skills

·       Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously

·       Ability to respond quickly to changing demands and market conditions

• Experience working in global teams to deliver services
• Proven ability to influence internal stakeholders and customer decision makers

·       Demonstrated ability to work effectively in a cross-functional environment with a collaborative mindset

·       Strong oral and written communication skills

·       Self-starter who can drive results and be trusted with decision making

·       Strong critical thinking and problem-solving skills and a knack for innovation

·       Bachelor’s degree or equivalent; PMP certification a plus