Infor

The Subscription Services Manager is responsible for engaging with and managing relationships of existing customers ensuring a high level of satisfaction, retention, and growth by creating positive, mutually beneficial outcomes along with overseeing the process of renewing maintenance and subscription agreements to maximize Infor revenue. 

A Day in The Life Typically Includes: 

·        Build and maintain relationships with customers to understand their needs and ensure satisfaction with Infor’s products, along with monitoring usage to identify potential adoption issues or areas for improvement.

·        Collaborate with sales, customer success, and other departments to ensure a smooth renewal process and address issues or concerns raised by clients.

·        Maintain current renewal health to analyze trends and forecast for achieving renewal targets and revenue goals, driving on time payments, and developing strategies to improve customer retention rates by identifying at-risk accounts.

·        Understand Infor’s contracts to effectively discuss and negotiate renewal terms and pricing based on applying economic thinking, by emphasizing the analysis of costs and benefits associated with different choices.

·        Staying informed on Infor’s offerings, market presence, competitive edge and the latest technology tools and trends.

Basic Qualifications: 

·         Verbal and written communication skills to effectively engage with customers and internal teams, including a talent for managing escalations and difficult conversations.

·        Ability to understand and empathize with customers' challenges, goals, and perspectives to provide personalized support and guidance.

·        Collaborative mindset to work effectively with cross-functional teams such as sales, product development, and support to ensure a seamless customer experience.

·        Timely and consistent data management of required system updates for active renewals and renewal health.

·        Effective time management and organizational skills to manage multiple client relationships and tasks simultaneously and ensure appropriate communication response times.

·        Experience in CRM software, Microsoft Office Suite, and other relevant tools.

Preferred Qualifications: 

·        Experience in customer-facing roles, preferably in software sales, account management or customer success.

·        Ability to work independently as well as collaboratively in a team environment.

Job Location:  (Mexico City- Hybrid - 3 days in office, 2 days remote)