Infor

The Associate Delivery Success Manager is responsible and accountable for driving the day to day administration of the assigned part of the Portfolio for their designated region, as well as meeting the set-out KPI’s and pro-active interactions with the customers.

This would include, but not exhaustive, portfolio and resource maintenance, reporting, troubleshooting, planning and forecasting, contract management and approvals, contractor processing, and administration of internal processes and policies.

The ideal candidate will be very detail oriented and able to adjust quickly in a fast-paced environment. Attention to detail is critical. Ability to collect, organize, and mange tasks collaboratively is also critical.

Strong follow-through and relationship management skills are strongly desired.

Responsibilities:

• Full ownership of assigned customers in regional Portfolio
• Handle all activities and systems related to deliver a superior service towards external and internal customers
• Engagement in sales activities and support formalizing contracts.
• Establish Infor and customer alignment to the Work Orders or Statement of Works.
• Manage the projects in Clarity (e.g. assign resources, check time and rate accuracy, initiate adjustments, review/approve invoices, close projects, etc.)
• Maintain project schedules and forecasts
• Manage Resource Requests in Infor’s application, Polaris
• Process management of purchase order requests and change orders
• Monitor and control project financials and report on established KPIs
• Act as liaison between various internal departments to solve issues as they arise with both customers and consultants
• Exercise risk and issue management as required
• Ensure successful service delivery and customer satisfaction
• Transition customer responsibility back to Inside Sales/ Client Partner after closure in Clarity and potentially to Managed Services and/or Global Support
• Undertake such other duties and responsibilities of an equivalent nature as from time to time may be required as agreed with the line manager

Required skills and experienceWroclawWroclawWroclaw

Language: Fluent English + Assigned regional language (German)

• Familiar with database management, software applications and proficient with in-house and Microsoft software packages, including Word and Excel
• Experience working with, and/or coordinating the efforts of multiple parties (e.g. third parties, clients, and off-shore departments)
• Good organizational skills and the ability to manage and prioritize a demanding and diverse workload; the ability to work under pressure and to deadline
• Proven ability to perform effectively in a fast-paced, high-growth, rapidly-changing environment
• Demonstrated credibility, professionalism, decisiveness and pro-active interactions with customer
• Self-motivated and self-managed with a high degree of analytical ability
• Ability to work autonomously but also be a team player and support team members
• Good interpersonal and communication skills; the ability to convey sometimes complex information to a variety of audiences in both written and spoken form
• Proven problem-solving skills, with good comprehensive of financial understanding and analytical analysis

DESIRABLE but non-essential

• Bachelor's Degree in Business or other relevant field
• Sales experience and/or experience working with services sales and delivery teams
• Project management experience
• Software industry preferred