General information

Country
United States
City
Remote Location
Department
Maintenance Business
Job ID
28290

Description & Requirements

Title:  Customer Success Manager

Location: US, Remote (EST)

Position Summary:

We are seeking an enthusiastic, self-motivated professional to join our Customer Success Management Team. Infor Nexus Customer Success is responsible to manage the overall health and relationship of a pool of customers, focusing on their individual and network success using the Infor Nexus platform. 

Our team is available to the customers’ management and super users to help drive adoption, address support issues, and optimize their experience on the platform.

This is a challenging role, which requires strategic thinking and relationship building, but at times is also quite tactical, requiring hands-on problem solving.

Key Responsibilities: 

            Creating highly satisfied customers by demonstrating personal commitment to their successful use of Infor Nexus

            Driving increased user adoption and customer engagement, creating long term beneficial relationships, and enhancing the customer support experience

            Introduce customers to ongoing support engagement and best practices

            Monitoring customer health, retention, and day-to-day support activities

            Collaborating with customers and internal teams alike to address areas of concern where appropriate

            Working with a ‘virtual’ team across different locations and time zones, sharing a common goal of meeting the needs of our customers

            Advocating on behalf of the customer with Professional Services, Product Management, and Engineering teams to champion customer enhancements or bug fixes that will improve the customer experience

            Operating as a point of escalation for a pool of customers, including answering how-to questions and coordinating with internal teams to address concerns regarding operational matters

            Prioritize and triage incoming customer issues

            Collaborating with the Strategic Account Manager to provide performance metrics and identified opportunities

Basic Qualifications:

            5 years’ experience in customer service/support role is required

            Experience or familiarity with supply chain management, international trade, logistics or shipping industry practices is preferred

            Strong customer engagement experience; oral, written, and presentation skills with highly refined interpersonal skills is required

            Strong problem solving and analytical skills are essential, preferably with experience either implementing or supporting financial or physical supply chain systems

            Working knowledge of Microsoft Office applications (Excel, Word, PowerPoint) is required

            Ability to multitask and work in a deadline/time sensitive environment

            Ability to work independently, but also be a team player

About Infor:

Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions and that one size does not fit all. 

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion. 

As a global company spanning multiple regions and offering limitless opportunities for growth, we believe that everyone should be an entrepreneur of their role. At Infor, there are countless opportunities for you to be challenged and contribute towards transformative growth. Sounds exciting? Apply today!

For more information visit www.infor.com

Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

 

We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® 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. 


Equal Opportunity Employer, including disability and protected veteran status. This employer uses E-Verify.  Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf