Customer Experience Manager, Senior - - 14538

Allmän information

Land

USA

Stad

Remote Location

Jobb-ID

40741

Avdelning

Infor Consulting Services

Arbetslivserfarenhet

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Remote

Beskrivning och krav

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).

Om Infor

Infor är en global ledare inom molnbaserade programvaruprodukter för företag på branschspecifika marknader. Infor bygger kompletta branschsviter i molnet och distribuerar effektivt teknik som sätter användarupplevelsen främst, utnyttjar datavetenskap och enkelt integreras i befintliga system. Över 60 000 organisationer världen över förlitar sig på Infor för att övervinna marknadsstörningar och uppnå digital omvandling i hela verksamheten.nbsp;

För mer information besök www.infor.com

Våra värderingar

På Infor strävar vi efter en miljö som bygger på en affärsfilosofi som Principle Based Management™ (PBM™) och åtta vägledande principer: integritet, förvaltarskap och efterlevnad, transformation, principiellt entreprenörskap, kunskap, ödmjukhet, respekt, självförverkligande. Ökad mångfald är viktigt för att återspegla våra marknader, kunder, partners och samhällen vi tjänar i nu och i framtiden.

Vi har ett obevekligt engagemang för en kultur baserad på PBM. Informerad av de principer som tillåter ett fritt och öppet samhälle att blomstra, förbereder PBM™ individer att förnya, förbättra och omvandla samtidigt som de främjar en hälsosam, växande organisation som skapar långsiktigt värde för sina kunder och supportrar och uppfyllelse för sina anställda.

Infor är en arbetsgivare för lika möjligheter. Vi är engagerade i att skapa en mångsidig och inkluderande arbetsmiljö. Infor diskriminerar inte kandidater eller anställda på grund av kön, ras, könsidentitet, funktionshinder, ålder, sexuell läggning, religion, nationellt ursprung, veteranstatus eller någon annan skyddad status enligt lagen.

På Infor värdesätter vi din integritet, därför har vi skapat en policy som du kan här.

This employer uses E-Verify. Please visit this website for additional information.

E-Verify Illinois: Click here, aquí, or tu.