Infor

We succeed only when our customers succeed. Our CEM is the point of contact for Infor’s customers to achieve superior outcomes by leveraging our continuously evolving, differentiated solutions. Our products and services, combined with deep industry expertise, lead directly to better agility, deeper business insights, and holistic productivity improvements.

Relationship & Leadership - The CEM 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 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.

Functional - The CEM will have a solid understanding of their customers' industry and business processes, which may include a micro-vertical focus such as Healthcare, Distribution, and Discrete & Process Manufacturing.  They will provide creative solutions and variations to approach business and related use cases for their customers.

Application - The CEM 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 ensuring best practice adoption. The CEM can execute this adoption through 1:1 interaction with the customer, helping the customer engage in support and peer group information sharing with other customers. The CEM 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 Day in The Life Typically Includes:

• Lead Infor customer account teams to understand and execute against customers' business goals and objectives.
• Seek customer sentiment and risks in achieving their stated business goals and develop a success plan to drive success
• Support customer retention including the renewal process
• Lead the customer kickoff and welcome process
• Attend critical implementation stakeholder meetings
• Respond to customer support escalations and serve as the internal focal point to align internal organizations
• Implement a robust governance program with customers to understand and track current issues
• 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
• Setup Quarterly Business and Annual Partnership Reviews to stay aligned and show progress with the customer and their business goals and outcomes
• Review regularly enablement and training plans with their customers
• Review customer usage data and create plans for customer adoption
• Become a Trusted Business Partner responsible for making recommendations aligned with customer priorities