Customer Experience Manager - 100%Remote

The Customer Experience Manager(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.

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, Discrete & Process Manufacturing. They will provide creative solutions and variations to approach business and related use cases for their customers.

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 will ensure best practice adoption. The CEM 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 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:

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

Basic Qualifications:

• Experience working in a service within the software or high-tech industry
• Experience managing critical customer issues with senior management
• Experience creating organic opportunities for growth and expansion of customer footprint
• Experience in the following areas: account management, project management or implementation management experience in the software industry with executive levels
• Experience as a Customer Success Manager or comparable role
• 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 with Problem Solving and Agile methodologies to quickly identify issues and determine next steps

Preferred Qualifications:

• Small, Medium and Large ERP system implementation and maintenance experience
• Experience working with a Maintenance Sales, Premium Support, or Managed Services organization to have a good working knowledge of maintenance and support
• Expertise in business processes and activities in key Infor focused industries
• Ability to communicate ideas effectively to broad internal and external Executive levels in the organizations
• Bachelor's Degree or equivalent experience
• 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
• Knowledge of Infor Products and software lifecycle - Human Capital Management, Supply Chain Management or Finance are examples

Job Location: US Remote (Alpharetta, GA, Dallas, TX, St. Paul, MN, Greenville, SC, Wichita, KS, Nashua, NH, West Fargo, ND, Tampa, FL, Tulsa, OK)

About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

For more information visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.