General information

Maintenance Business
Job ID

Description & Requirements

About the job

The Manager ISS is a line manager who manages the on-premise and subscription support renewals and defined metrics for Infor customers in Asia including Japan and for all product groups, meeting revenue and customer retention targets under the Manager’s team. The role includes the management of key relationships with existing on-premise and subscription software customers/partners and the day-to-day management of a team of Subscription Services Managers and associated staff. The Manager, ISS must have proven experience in delivering revenue growth through renewals, upsells and cross-sells, as well as in customer retention and commercial negotiations. Skills required include leading teams and working with other team leaders. The Manager ISS for Asia will  report to the APAC VP ISS.

Essential Duties and Responsibilities

Direct the operations for the assigned set of large/multiple territories or product groups of ISS

  • Manage the activities of the assigned department with responsibility for results, including costs, methods and manage a team across APAC region
  • Develop and subsequently implement new projects, policies, and procedures for the department to meet broad, but specific goals
  • Establish operational objectives and work plans.
  • Determine how to use resources to meet schedules and goals
  • Provide guidance to subordinates within the latitude of established company policies and delegates assignments to subordinates
  • Recommend changes to policies and establishes procedures that affect the immediate organization
  • Develop and administer schedules and performance requirements
  • Responsible for adhering to the established budget. 

Grow and sustain the maintenance revenue stream from Infor's customer base in the assigned territory or product group.

  • Drive effective revenue generation strategies, tactics and processes to achieve the targets for the assigned territories and product groups.
  • Drive team execution of timely maintenance/subscription renewals,  ensure customer health and that all on-premise and SaaS renewals for customers in are completed in accordance with Infor's practices and procedures.
  • Lead the team to sell the value of maintenance to the end customers, to secure uplift pricing and to prevent/limit cancellations, to upsell the enhanced Support Services and reinstate or relicense inactive customers.
  • Manage escalations, and more complex renewals with customers or partners and, operating within the published approvals matrix, negotiate the best possible terms for Infor.
  • Develop strong relationships with key customers and partners and an understanding of their business.
  • Have effective inter-working with colleagues and team leaders (e.g. sales, channels, alliances, ICS executives) to ensure that key objectives and activities are mutually aligned, and provide seamless customer interaction
  • Proactively acquire, maintain, and share industry, business, and product knowledge to improve your and others’ performance.

·       Effectively communicate company messages, value propositions and value of renewals verbally and in writing.

·       Creatively solve problems and/or collaborate with other Infor teams to resolve issues

  • Maintain good industry and business knowledge and have an excellent level of product knowledge as is relevant for the assigned territories and product groups

Manage a team of Subscription Services Managers on a day-to-day basis

·       Effectively communicate company policies and procedures and provide advice and guidance to team members. Recommend and implement policy and procedure changes to achieve team objectives.

  • Ensure staff meet/exceed defined goals/quotas and metrics.
  • Provide direction, supervision, coaching, training and leadership to assigned team to ensure operational effectiveness and continuous development of staff through the quarterly renewal cycles.
  • Perform all personnel management actions i.e. hiring, terminations, performance reviews, salary recommendations, etc.
  • Escalate issues as needed to appropriate senior management.

Provide regular management reporting on the teams' renewal accounts  

  • Prepare and participate in regular forecasting sessions relating to invoicing and booking performance on current, prior and future quarters, as requested.
  • Maintain a good knowledge of larger outstanding accounts - identify those where escalations are required and advise senior management of status and next steps
  • Work closely with Sales Operations to ensure accuracy of pipeline data and reporting
  • Ad-hoc projects and reporting as required

To liaise and cooperate with other key managers in the company to ensure that key objectives and activities are mutually aligned.  

  • Credit Control - to establish cash projections, identify priority collections and ensure the ISS SSM and CC teams are working together to maximize cash collection on maintenance invoices
  • Billing - to ensure that maintenance renewals are being properly billed so that payments are not delayed
  • Support, Sales and ICS - to ensure that maintenance transactions and negotiations complement and do not disrupt other Infor business with customers and partners
  • LMO - to assist in clear understanding of customers’ support commitments and resolutions of any anomalies uncovered from an audit.

Key Requirements/Experience

  • 10+ years’ experience of Subscription Services Business or equivalent experience
  • 7+ years of sales and negotiation skills; superior objection handling skills.
  • Proven Leadership skills
  • Experience working with Partners as part of the sales, support and service delivery chains
  • Highly motivated, goal oriented with the proven ability to lead teams and maintain a high level of collaboration across geographically diverse teams.
  • Demonstrates strong ability to lead team to organize, prioritize activities and meet deadlines.
  • Requires ability to work in environment with frequent pressures as a result of challenging customer situations and a heavy workload; must be able to maintain a positive, solutions oriented and professional manner throughout and lead team through such experiences.
  • Requires the ability to understand the sales aspects of customer relationships such that the net result of work done is a customer who is willing to buy.
  • Possesses a high degree of honesty, integrity and ability to maintain confidentiality
  • Ability to communicate effectively (verbal and written), with strong presentation skills
  • Strong knowledge of the software industry and typical product deployment
  • Advanced Microsoft skills including Word, Excel, PowerPoint, Outlook
  • Solid experience of working with and understanding contracts
  • Highly numerate
  • Highly advanced interpersonal and customer service/orientation skills.
  • Highly organized, exercises good judgment and confident decision making skills.

Key Competencies for Successful Candidates

  • Driven to lead assigned team to goals
  • Ability to lead assigned team through change
  • Ability to engage executives (internal and external)
  • Rapport Building and conflict management skills
  • Capacity for creative and innovative thinking and analysis
  • Sales and solutions focused
  • Proactive and responsive
  • Forward thinking

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.