JOB SUMMARY: The Account Manager directs client management responsibilities within a team environment optimizing client satisfaction to ensure retention, and fostering the adoption of Infor applications. Responsible for the customer support relationship that revolves around managing, coordinating, escalating, and bringing closure all customer support and product request. Leverage network of Infor resources to influence areas of the Infor organization on behalf of their assigned customers ultimately contributing to growth of the Infor maintenance revenue.
JOB RESPONSIBILITIES:
• Develop sustainable, positive business relationships and drive customer interaction in order to define and address customer needs with the goal of achieving 100% client retention
• Present and implement strategies for addressing deeper, more complex customer needs by employing organizational resources
• Work closely with cross-functional internal teams to solve customer problems within agreed upon service level agreement
• Prioritize customer needs internally, utilizing leadership and influence to ensure high level of service and responsiveness
• Manage annual benefits open enrollment and year end activities
• Acquire and demonstrate expertise of Infor’s proprietary tools to provide quick turnaround response times to customer requests
• Work closely with cross-functional internal teams to solve customer problems accurately and within agreed upon service level agreement
• Develop and maintain core product knowledge and understanding of Infor’s product strategy.
Partner with third parties as needed
Prepare, facilitate, and send regular communications to the customer and key Infor stakeholders
• Provide relevant and valuable quarterly executive-level communications to assigned customers
REQUIRED SKILLS:
• At least 2 years of equivalent work experience, HR and benefits and/or payroll experience preferred.
• Experience managing critical customer issues with senior management
• Experience performing Client Services or Customer Support for high value clients
• Experience working with global organizations preferred
• Proven analytical skills
• Excellent communication and presentation skills, both oral and written
• Proven strong negotiation and influencing skills
• Ability to mentor a team
• Proficiency in Microsoft Office suite of products
• Familiarity with any web content development tools and HTML coding
PREFERRED SKILLS & KNOWLEDGE:
• Experience working for SaaS organization desirable
• Experience HR technologies desirable
• Extensive experience working in a service or support capacity within the software or high-tech industry desirable
• Team leadership and/or management experience a plus
• Willing to work in rotational shift
