Información general

País
Japón
Ciudad
Tokyo
ID vacante
39778
Departamento
SaaS
Experiencia laboral
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Descripción y Requisitos

Infor Customer Experience Managers (CEMs) provide Infor customers with dedicated resources that will guide and help customers achieve maximum value from their Infor investment. Infor CEMs bring micro-vertical expertise and an understanding of the customer’s challenges and how Infor technology can help the customer meet their business goals. The CEMs fosters a dynamic and strategic relationship between Infor and the customer.

Job Description:
• Manage Infor Managed Services contract completely and the delivery of it to clients, working with internal teams
• Assure that all contracted services are delivered according to IMS contract and in the tactical and operational procedures and agreements (limited to the scope of the IMS contract)
• Work with one or more Service Operations Managers (‘SOM’), Resource Planners as well as with 3rd parties, to make delivery teams, 3rd parties and individual people work smoothly together
• Ensure that the right quality of service is achieved, including regular quality audits and taking ownership for process improvements - while maintaining standards as set by the organization
• Drive continuous improvement processes on the contracts by initiating and managing Service Improvement Plans (SIPs) and resourcing plans to manage the IMS contracts on quality, efficiency and margin
• Be the first escalation point for customers, for SOMs, for 3rd parties, as well as for the ICS organization related to IMS delivery
• Execute Contract Management activities to assure timely contract renewals and maintaining all IMS contract related documentation and a customer specific Dossier Agreements and Procedures (DAP)
• Reporting and control activities, both externally as well as internally, including delivery of internal dashboard(s) and other required reports
• Initiate and attend tactical level internal and external meetings according to the governance model as agreed with customer
• Host internal and external auditors, by collaboration and delivery whatever is reasonable to achieve audit goals
• Design and plan the delivery of additional IMS services to clients, as needed
• Contribute to IMS business development opportunities and IMS contract revenue growth, by supporting ICS sales independently on content and budgeting aspects
• Work to secure reference clients through customer service excellence

Daily Tasks Include:
• Work with Internal Infor resources and client resources to ensure delivery of IMS services to clients 
• Accountability for the targets and objectives as set for the specific region, specifically as they relate to client deployments and general customer satisfaction 
• Be able to influence IMS programs and improve the IMS APJC market share, revenues and profitability 
• Play an active part in business reviews and planning sessions with clients and the Infor team both locally and internationally 
• Prime responsibility of client service delivery 


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.