Customer Experience Manager, Senior - - 14538

基本信息

国家

米国

城市

リモートロケーション

职位编号

40741

部门

Infor Consulting Services

雇主名字

MID_SENIOR_LEVEL

雇主名字

FULL_TIME

Workplace Type

Remote

描述和要求

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).

关于Infor

Infor是面向特定行业市场的企业提供商业云软件产品的全球领导者。Infor在云中构建完整的行业套件，并有效地部署将用户体验放在首位的技术，利用数据科学，并轻松集成到现有系统中。全球超过60,000家组织依靠Infor来帮助克服市场中断并实现全业务范围的数字化转型。

更多信息请访问www.infor.com

我们的价值观

在 Infor，我们努力创造一个建立于基于原则的管理™ (PBM)™ 和八项指导原则的经营理念的环境：诚实正直、守护资源和遵守法规、力求转型、有原则的企业家精神、善用知识、谦虚为怀、尊重他人和实现自我。增加多样性对于反映我们的市场、客户、合作伙伴以及我们现在和未来所服务的社区是非常重要的。br>

我们对基于PBM的文化有着不懈的承诺。PBM™植根于使自由和开放社会蓬勃发展的原则，为个人创新，改进和转型做好准备，同时培养健康，不断增长的业务，为客户和支持者创造长期价值，并充实员工。.

Infor是一个机会均等的雇主。我们致力于创造一个多元化和包容性的工作环境。Infor 不会基于候选人或员工的性别、种族、性别认同、残疾、年龄、性取向、宗教、国籍、兵役身份或任何其他受法律保护的身份而歧视候选人或员工。

在 Infor，我们重视您的隐私，因此我们制定了一项政策，您可以在此处阅读.

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