Infor

Subscription Services Manager is responsible for engaging with and managing relationships of existing customers ensuring a high level of satisfaction, retention, and growth by creating positive, mutually beneficial outcomes along with overseeing the process of renewing maintenance and subscription agreements to maximize Infor revenue.

Responsibilities:

1.Build and maintain strong relationships with customers to understand their needs and ensure satisfaction with Infor’s products, along with monitoring usage to identify potential adoption issues or areas for improvement.

2.Collaborate with sales, customer success, and other departments to ensure a smooth renewal process and address issues or concerns raised by clients.

3.Maintain current renewal health to analyze trends and forecasting for achieving renewal targets and revenue goals, driving on time payments, and developing strategies to improve customer retention rates by identifying at-risk accounts and implementing proactive measures to mitigate churn.

4.Serve as an Accountable Customer Leader, an internal model that identifies one resource representing Infor to provide clarity for a customer on navigating Infor’s internal workings, collects a sentiment score to track the customers view of their partnership with Infor, operating as an advocate for customers within the organization and ensuring customer needs are met with challenges they encounter.

5.Conduct annual centric, value-based touch points of communication with customers providing insight on the latest updates and access to tools available, while uncovering current business goals, projects and challenges the customer may be facing.

6.Identify and generate opportunities for additional upsell or cross-sell of products or services to existing customers.

7.Understand Infor’s contracts to effectively discuss and negotiate renewal terms and pricing based on applying economic thinking, by emphasizing the analysis of costs and benefits associated with different choices. Weighing the potential benefits of a decision against its costs to determine the most rational course of action.

8.Self-actualize by staying informed on Infor’s offerings, market presence, competitive edge and the latest technology tools and trends. Continuously develop skills and techniques through training and professional development opportunities.

9.Embrace Infor’s culture by understanding and applying the principles by which our company operates.

Skills and Qualifications:

1.Strong verbal and written communication skills to effectively engage with customers and internal teams, including a talent for managing escalations and difficult conversations.

2. Ability to understand and empathize with customers' challenges, goals, and perspectives to provide personalized support and guidance.

3.Strong problem-solving skills to identify and address customer issues or concerns in a timely and efficient manner.

4. Ability to identify priorities and operate with a sense of urgency.

5.Proficiency in analyzing data and metrics to identify trends, patterns, and opportunities for improving customer success outcomes.

6. Collaborative mindset to work effectively with cross-functional teams such as sales, product development, and support to ensure a seamless customer experience.

7. Effective time management and organizational skills to manage multiple client relationships and tasks simultaneously and ensure appropriate communication response times.

8. Timely and consistent data management of required system updates for active renewals and  renewal health.

9. Have a high level of energy to maintain a positive attitude, handle difficult situations effectively and ensure customer satisfaction with every interaction.

10. Proficiency in CRM software, Microsoft Office Suite, and other relevant tools.

Successful Qualities:

1.Coachable

2.Strong work ethic, not settling for status quo.

3.Positive attitude.

4.Ability to work independently as well as collaboratively in a team environment.

5.Self-motivated.

6. Open minded and flexible.

7.Proven experience in customer-facing roles, preferably in software sales, account management,

or customer success.

8. Goal Oriented.

9. Detail Oriented.

Overall, the Renewal Manager plays a crucial role in driving revenue growth through the retention and renewal of existing clients, as well as ensuring high levels of customer satisfaction and loyalty.

Language Skills

• Proficient in written and spoken English and Thai
• Additional language skills – Vietnamese and/ or Japanese an added advantage.