Infor

At Infor, customer success serves as a cornerstone of our overall success. It's not merely a singular event but an ongoing journey, requiring steadfast commitment to ensure every customer derives optimal value from their Infor solutions. In essence, it's about being proactive rather than reactive. Recognizing potential signs of churn ahead of time is crucial for retaining our existing customer base and intervening effectively before issues escalate.

The Analytics Customer Retention Services (CRS) team is dedicated to enhancing customer satisfaction through a streamlined closed-loop process, resulting in improved customer retention, diminished attrition, and heightened customer success. CRS is tasked with overseeing account-level escalations, conducting continuous customer satisfaction reviews, and performing health checks prior to SaaS renewal. Furthermore, the team collaborates proactively with other departments within Infor to address concerns before they escalate into customer escalations.

This role is focused on assisting Infor customers with specific products, such as Birst, d/EPM, CSF Analytics, HR Talent Analytics, M3 Analytics, CSD Analytics, etc.

The Analytics Customer Retention Services Manager assumes a pivotal role within this framework, spearheading the resolution of issues that jeopardize customer satisfaction. They work in concert with Sales, Customer Success, Finance, Legal, and Renewals teams to mitigate customer attrition. As the primary point of contact for CRS, the Manager triages incoming escalations, conducts thorough assessments, and aligns each escalation with the appropriate resolution team. Furthermore, they lead expedited resolution projects for short-term escalations.

This role extends beyond reactive problem-solving; it entails managing issues surfaced during periodic Customer Satisfaction Reviews for previously escalated customers, ensuring proactive intervention to maintain customer health. Additionally, the Analytics CRS Manager conducts comprehensive evaluations of SaaS customers prior to renewals, identifying potential attrition risks and orchestrating collaborative efforts to address underlying issues, optimize financial outcomes, and enhance customer satisfaction.

We seek an individual with a genuine commitment to customer success and a fervent dedication to aiding others.

Your Responsibilities Include

• Act as the liaison for the Analytics Customer Retention Services team regarding account-level customer escalations. This involves triaging incoming escalations, conducting thorough due diligence, assessing the size and severity of each escalation, and aligning the escalation with the appropriate resolution team. Collaborate closely with the Resolution Team to ensure the allocation of appropriate resources and the active management of escalations in accordance with established protocols.
• Demonstrate proficiency in communicating with C-level executives both internally and externally. Possess proven experience and credibility in handling highly escalated customer situations effectively.
• Lead shorter-term escalation resolution projects, ensuring clear definition of all issues and agreement on scope with the customer at the beginning and end of each engagement. Proactively update customers on the progress and resolution of issues, with a focus on retention. Formalize closure of escalations with customers, providing a summary of actions taken to address their concerns. Conduct Root Cause Analysis (RCA) and compile Lessons Learned for continuous improvement.
• Address issues identified during periodic Customer Satisfaction Review processes for previously escalated customers, allowing for proactive management of new concerns and the maintenance of strong customer relationships.
• Drive customer retention by anticipating and resolving potential issues for customers prior to their renewal dates. Conduct detailed analysis and provide concise summaries of highly complex customer issues to inform strategic decision-making.
• Collaborate with internal teams such as Sales, Customer Success, Finance, Legal, and Renewals to minimize customer attrition rates and ensure a seamless customer experience.
• Work closely with Subscription Services Managers (SSMs) to articulate the value proposition, facilitate renewals, and secure sales of add-on/upgraded support service programs. Proactively engage with churned customers to understand their subscription cancellations, address their concerns, and offer solutions to add value and encourage retention.
• Review customers exhibiting deteriorating health and those flagged by Customer Success Managers (CSMs) during health checks.
• Collaborate closely with assigned CSMs to provide guidance and support to customers, enabling them to derive maximum value from their Infor investment and ensuring ongoing customer success.

Knowledge and Skills, You Bring to the Organization

• Ideal candidates should have a robust background with a minimum of five years of experience in the following:   Support, Customer Retention, account management or experience leading the implementation of ERP or Analytics solutions within the software or high-tech industry.
• Demonstrated industry knowledge and experience are highly valued.
• Exceptional written/verbal communication and presentation skills are essential.
• Must exhibit strong problem-solving, reasoning, and analytical abilities honed through years of professional practice. Must be able to address customer issues effectively and develop strategic solutions to improve retention.
• Proven track record of excellent time management and organizational skills to efficiently handle multiple tasks and a substantial volume of engagements concurrently.
• Ability to adapt swiftly to changing business environments and customer behaviors.
• Demonstrated commitment to teamwork and adeptness in operating within a matrix management environment.
• Strong interest in technology coupled with the ability to grasp technical concepts is a prerequisite.
• Strong understanding of customer service principles and practices.
• A deep commitment to understanding and addressing customer needs.
• Ability to empathize with customers and understand their perspectives.
• Focus on achieving and exceeding retention goals and targets.
• Deep understanding of customer retention strategies and best practices.
• Strong interpersonal skills to build and maintain relationships with customers and colleagues.
• Ability to think strategically about customer retention and align efforts with broader business goals.
• Certifications (Optional but Beneficial):

1. Customer Service Management Certification: Such as Certified Customer Service Manager (CCSM) or Certified Customer Experience Professional (CCXP).
2. Project Management Certification: Such as PMP (Project Management Professional).