Allmän information

Land
Japan
Stad
Tokyo
Jobb-ID
38270
Avdelning
SaaS
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Beskrivning och krav

Infor’s customer success mission is to increase and maximize value for the customer and Infor, ensuring that customer strategic objectives and business outcomes are realized.  The Customer Success Executive (CSE) is a crucial owner of the customer within Infor, aligned throughout the customer journey, serving as the main executive point of contact with their executive team. The CSE is the overall account owner, partnering to bring the full breadth and depth of Infor to customers, helping them achieve their business outcomes and creating mutual value to both organisations.

The CSE establishes the account strategy and executes on that strategy to meet their KPIs focused on customer success, satisfaction, customer expansion, unqualified references, and retention. The CSE is the escalation point for the customer within Infor and serves as an advocate with Sales, Services, Support, Product Development, and partners to drive customer success and desired customer business outcomes. This role will manage a range of customers within the designated Industry and have a set of KPIs in relation to the role level.

A Day in The Life Typically Includes:

80% of the time you will:

  • Act as the primary relationship owner driving mutual benefit for small and medium sized customers with a range including but not limited to of USD 250K - $1Million Annual Contractual Value (ACV).
  • Own and execute the account strategy, plan, escalation, and governance model for small and medium sized customers.
  • Identify opportunities for additional Infor capabilities within the account.
  • Assist customers with the renewal process.

Relationship management:

  • Drive a strategic partnership that is aligned with customer business objectives and priorities.
  • Develop a trust-based relationship within the account that expand relationships horizontally/vertically.
  • Ensure consistent communication, executive, annual, partnering reviews.

Advocacy:

  • Understand and assist in driving the customers’ strategic vision, buying decision, and value drivers.
  • Effectively manage customer escalations and satisfaction level.
  • Align Infor pillars such as Sales, Services, Support, Product Development throughout the entire customer lifecycle.
  • Coordinate customer access to product & technical experts.
  • Work with customers to obtain unqualified references.

Value Realization:

  • Ensure customers derive maximum value and achieve desired business outcomes with their investment in Infor solutions.
  • Help customers define their annual roadmap and work with the customer to define solution adoption and expansion plans.
  • Advocate product roadmap enhancements on behalf of the customer.

20% of your time, you will

  • Provide updates and communication to leadership on customer health, plans and issues.
  • Maintain education on product, industry, and enablement updates.

Basic Qualifications:

  • Extensive professional experience in sales, account management, customer relationships, and service delivery.
  • Record of leadership and proven success in large-scale, complex ERP software implementations.
  • Strong executive presence and communication skills, including the ability to hold crucial conversations.
  • Excellent English and Japanese language skills.
  • Experience in a consultative role with the C-suite and Executive teams.
  • Ability to build and sustain strong working relationships at the executive level.
  • Experience working in a highly matrixed environment.
  • Demonstrated critical thinking and decision-making skills.
  • Lead customer experience outcomes to achieve long term value.
  • .
  • Customer-focused and demonstrated success to influence others to achieve results in matrix environment.

Preferred Qualifications:

  • An understanding of the APJ region and what makes it unique.
  • A proven track record of leading process improvement initiatives with creative and innovative models.
  • Expertise in business transformation and change management.
  • Expertise in specific industry business operations, challenges, and trends.
  • Industry experience in Food and Beverage (F&B) and/or Manufacturing.
  • Experience in leading a small team of indirect reports.
  • Previous leadership roles are advantageous.


Om Infor

Infor är en global ledare inom molnbaserade programvaruprodukter för företag på branschspecifika marknader. Infor bygger kompletta branschsviter i molnet och distribuerar effektivt teknik som sätter användarupplevelsen främst, utnyttjar datavetenskap och enkelt integreras i befintliga system. Över 60 000 organisationer världen över förlitar sig på Infor för att övervinna marknadsstörningar och uppnå digital omvandling i hela verksamheten.nbsp;
För mer information besök www.infor.com 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ 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.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here.