Customer Success Executive, Sr. Principal

General information

Country

United States

City

Remote Location

Department

Maintenance Business

Job ID

34486

Description & Requirements

Infor’s customer success mission is to increase and maximize value for the customer and Infor, ensuring that customer strategic objectives and business outcomes are realized. The Customer Success Executive (CSE) is a crucial owner of the customer within Infor. The CSE is aligned throughout the customer journey serving as the main executive point of contact with their executive team. This role is the overall account owner partnering to bring the full breadth and depth of Infor to customers, helping them achieve their business outcomes and creating mutual value to both organizations.

A Day in The Life Typically Includes:

80% of your time, you will:

Assist customers with the renewal process
Drive a strategic partnership that is aligned with customer business objectives and priorities
Develop a trust-based relationship within the account that expand relationships horizontally/vertically
Ensure consistent communication, executive, annual, and quarterly partnering reviews
Understand and assist in driving the customers’ strategic vision, buying decisions, and value drivers
Effectively manage customer escalations and satisfaction level
Align Infor pillars such as Sales, Services, Support, and Product Development throughout the entire customer lifecycle
Coordinate customer access to product & technical experts
Work with customers to obtain unqualified references
Ensure customers derive maximum value and achieve desired business outcomes with their investment in Infor solutions
Help customers define their annual roadmap and work with the customer to define solution adoption and expansion plans
Advocate product roadmap enhancements on behalf of the customer

20% of your time, you will

Provide updates and communication to leadership on customer health, plans and issues
Maintain education on product, industry, and enablement updates

Required skills:

Professional experience in service delivery, sales, and account management
Record of leadership and proven success in large-scale, complex ERP software implementations
Maintain an executive presence and communication skills, including the ability to hold crucial conversations
Ability to build and sustain strong working relationships
Demonstrated critical thinking and decision-making skills
Lead customer experience outcomes to achieve long term value

Preferred Qualifications:

A proven track record of leading process improvement initiatives with creative and innovative models
Customer-focused and demonstrated success to influence others to achieve results in matrix environment
Expertise in specific industry business operations, challenges, and trends
Industry experience in healthcare or life sciences

Remote (Dallas, TX; St. Paul, MN; and Alpharetta, GA)

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

Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

We have a relentless commitment to a culture based on a business philosophy called Principle Based Management™ (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.

Equal Opportunity Employer, including disability and protected veteran status. This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf