Customer Experience Manager, Senior - - 14538

Información general

País

Estados Unidos

Ciudad

Remote Location

ID vacante

40741

Departamento

Infor Consulting Services

Experiencia laboral

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Remote

Descripción y Requisitos

The Customer Experience Manager(CEM), Senior will build, develop, and mature multi-level customer relationships to foster partnerships with all levels of the customer organization including executive and C-Level to ensure successful usage and adoption of Infor solutions. They will provide strong leadership for the customer account team including mentoring of internal and external counterparts. They will seek customer reference by creating a solid business partnership through a strong business relationship with all levels of the customer organization. They will be accountable for driving, expanding, and retaining the book of business for their nominated accounts. The CEM, SR. is responsible for implementing and managing the delivery of services, in scope for customer agreements and offerings, as per laid out company policies and procedures, project/service management guidelines and best practices.

The CEM, Senior is the Chief Infor Adoption Officer for their respective customers. They help the customer optimize the utilization of their existing and available products, discussing features beyond core functionality and will ensure best practice adoption. The CEM, SR. can execute this adoption through 1:1 interaction with the customer, helping the customer engage support and peer group information sharing with other customers. The CEM, SR. will also facilitate expertise through Infor Consulting and Managed Services, Infor Education as well as the Infor Partner community as needed to ensure the customer realizes maximum business value from their investment.

A Typical Day in the Life Includes:

Lead Infor customer account teams to understand and execute against customer's business goals and objectives.
Seek customer sentiment and risks in achieving their stated business goals and develop a success plan to drive success and support customer retention including the renewal process
Respond to customer support escalations and serve as internal focal point to align internal organizations
Ensure the delivery of all contracted services per the contract and ensure internal financial discipline
Develop and execute success plans for customer issues that focus on root cause resolution
Review regularly enablement and training plans with their customers
Review customer usage data and create plans for customer adoption

Basic Qualifications:

Experience working in a service within the software or high-tech industry
Experience managing critical customer issues with senior management
Experience as a Customer Success Manager or comparable role
Experience in the following areas: account management, project management or implementation management experience in the software industry with executive levels
Experience with data analytics and investigation of data for trends and story to drive customer adoption and utilization of product to achieve value realization for the customer
Experience to create organic opportunities for growth and expansion of customer footprint
Communicate ideas effectively to broad internal and external Executive levels in the organizations

Preferred Qualifications:

Bachelor's Degree or equivalent experience
Knowledge of Infor Products and software lifecycle - Human Capital Management, Supply Chain Management or Finance are examples
Small, Medium and Large ERP system implementation and maintenance experience
Expertise in business processes and activities in key Infor focused industries
Technical Cloud skills, SaaS and Cloud technologies and architecture – Multi-Tenant, AWS, API’s, Integrations, databases, application farms, cloud security, elasticity, ADFS, certifications, privacy, etc
Experience working with a Maintenance Sales, Premium Support, or Managed Services organization to have a good working knowledge of maintenance and support
Problem Solving and Agile methodologies to quickly identify issues and determine next steps

We anticipate paying between $120,000 - $150,000 per year.  You may also be offered discretionary variable compensation [or target commission of $12,000 - $15,000 depending on the role]. Please note that the salary information is a general guideline only. In addition, Infor provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO).

Acerca de Infor

Infor es una empresa global que proporciona productos de software en la nube para todas las áreas de un negocio y para todo tipo de industria. Infor desarrolla suites integrales por industria en la nube e implementa tecnología de forma eficiente que prioriza la experiencia del usuario, aprovecha la ciencia de datos y se integra fácilmente en los sistemas existentes. Más de 60 000 empresas en todo el mundo confían en Infor para ayudarles a superar las disrupciones del mercado y lograr la transformación digital en todas las áreas de sus negocios.

Para más información, visita www.infor.com

Nuestros Valores

En Infor, nos esforzamos por lograr un entorno que se base en nuestra filosofía MBM™ y ocho Principios Fundamentales: Integridad, Administración y Cumplimiento, Transformación, Espíritu Empresarial basado en principios, Conocimiento, Humildad, Respeto y Autorrealización. El aumento de nuestra diversidad es importante para reflejar nuestros mercados, clientes, socios y comunidades a las que servimos ahora y en el futuro.br>

Tenemos un compromiso implacable con una cultura basada en una filosofía empresarial denominada Principle Based Management™ (PBM™). De acuerdo con estos principios, permite que florezca una sociedad libre y abierta, PBM™ prepara a las personas para innovar, mejorar y transformar mientras fomenta una organización saludable y en crecimiento que crea valor a largo plazo para sus clientes y simpatizantes y satisfacción para sus empleados.div>

Infor es un empleador que ofrece igualdad de oportunidades. Estamos comprometidos a crear un ambiente de trabajo diverso e inclusivo. Infor no discrimina a los candidatos o empleados por su sexo, raza, género, identidad, discapacidad, edad, orientación sexual, religión, origen nacional, condición de veterano o cualquier otra condición protegida por la ley.

En Infor valoramos tu privacidad por eso creamos una política que puedes leer read here.

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