Customer Experience Manager

Description & Requirements

The Customer Experience Manager (CEM), Success will be the primary point of contact throughout the customer journey and will make sure their desired outcomes materialise. Their mission is to maximise value for the customer as well as drive customer retention. The CEM will

secure, expand, and extend the Infor footprint by partnering with Services, Sales, Support, Product Development and Partners to drive customer success and desired customer business outcomes. This role is ultimately accountable for the customer’s success and engaged alongside the customer from inception throughout the entire customer lifecycle.

Essential Duties

• Manage a total book of business of around 15 customers (subjected to the portfolio complexity)
• Primary point of contact and trusted advisor for the assigned customers
• Effectively manage customer escalations and satisfaction
• Drive customer advocacy by building strong customer relationships and creating mutual value

for your customers and Infor

• Influence long-term value by driving customer product adoption, consumption, upsell and

renewal

• Align with Infor’s business rhythms including Sales, Product Development, Support, Cloud

Operations and Infor Managed Services (IMS)

• Align with customers’ strategic vision, buying decision, and value creation expectation and

aligning all Infor pillars throughout the entire customer lifecycle

• Ensure customers derive maximum value and achieve desired business outcomes with their

investments

• Proactively anticipate and identify upcoming customer needs, influence product roadmap
• Facilitate development of the Account Strategy accountable for the customer’s success
• Achieve referenceability and realize customer’s value expectations
• Expand relationships horizontally/vertically across the customer
• Work closely with customer and internal stakeholders to determine governance model
• Promote partnership, aligned with business needs, and solution priorities
• Key member of Infor Account Team and aligned on key outcomes and objectives
• Alignment with product & technical experts
• Consistency of communication, executive business reviews & adoption plans across customer
• Responsibility for account team coverage with eye toward current and planned solution footprint

to leverage efficiencies

• Provide best practice guidance and thought leadership on business-as-usual processes across the entire lifecycle

Basic Qualification

• Account Management mindset •Client focused with a strong ability to manage multi – facetted problems and situations across

several functions

• Good executive presence and communication abilities
• Proven ability to build relationships and gain credibility with customers and Infor’s Executives
• Proven strong communication, negotiation and influencing skill with key stakeholders,

ability to retain and grow customers

• Ability to work with global, cross-functional teams (i.e., Sales, Consulting Services/Partners and

Support)

• Ability to work in a matrix environment
• Ability to influence without authority
• Proven track record of working with global SaaS and Professional Services engagements,

particularly with multi-product/multi-site ERP deployments

• Excellent track record in escalation & change management

Preferred Qualifications

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. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here.

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