Basic Purpose
The Infor Subscription Services Manager’s role oversees the support renewals and defined metrics for the assigned region or product group, meeting revenue and customer retention targets. The role includes the management of key relationships with existing customers/partners and the day-to-day management of a team of Subscription Services Managers and associated staff.
Essential Duties and Responsibilities
Protect and grow the subscription services revenue stream from Infor's customer base in the assigned region or product group.
• Ensure that all subscription services renewals for customers in assigned group are completed in accordance with Infor's practices and procedures.
• Work with assigned team to sell the value of subscription services to the end customers, to secure uplift pricing and to prevent/limit cancellations.
• Personally manage escalations and more complex renewals with customers or partners and, operating within the published approvals matrix, negotiate the best possible terms for Infor.
• Develop strong relationships and an understanding of the business of groups’ key customers/partners.
• Drive effective revenue generation strategies, tactics and processes for the assigned territory.
• Actively support and enhance the efforts of assigned team members to upsell the enhanced Support programs e.g. Premium, Elite.
• Actively support and enhance the efforts of assigned team members in lead generation.
Manage a team of Subscription Services Managers on a day-to-day basis
• Effectively communicate company policies and procedures and provide advice and guidance to team members. Recommend and implement policy and procedure changes to achieve team objectives.
• Ensure staff meet/exceed defined goals/quotas and metrics.
• Provide direction, supervision, coaching, training and leadership to assigned team to ensure operational effectiveness and continuous development of staff through the quarterly renewal cycles.
• Perform all personnel management actions i.e. hiring, terminations, performance reviews, salary recommendations, etc.
• Escalate issues as needed to appropriate senior management.
Provide regular management reporting on the teams' renewal accounts
• Prepare and participate in regular forecasting sessions relating to invoicing and booking performance on current, prior and future quarters, as requested.
• Maintain a good knowledge of larger outstanding accounts - identify those where escalations are required and advise senior management of status and next steps
• Work closely with Sales Operations to ensure accuracy of pipeline data and reporting
• Ad-hoc projects and reporting as required
To liaise and cooperate with other key managers in the company to ensure that key objectives and activities are mutually aligned.
• Credit Control - to establish cash projections, identify priority collections and ensure the ISS and Customer Care teams are working together to maximize cash collection on subscription services invoices
• Billing - to ensure that subscription services renewals are being properly billed so that payments are not delayed
• Support, Sales and ICS - to ensure that subscription services transactions and negotiations complement and do not disrupt other Infor business with customers and partners
• LMO - to assist in clear understanding of customers’ support commitments and resolutions of any anomalies uncovered from an audit.
Job Requirements
• 5-7 years experience in Infor’s Subscription Services or equivalent experience outside of Infor.
• 5+ years of sales and negotiation skills; superior objection handling skills.
• Proven leadership skills
• Experience working with Partners as part of the sales, support and service delivery chains
• Must be motivated, goal oriented with the proven ability to lead teams and maintain a high level of collaboration across geographically diverse teams.
• Demonstrates strong ability to lead team to organize, prioritize activities and meet deadlines.
• Requires ability to work in environment with frequent pressures as a result of challenging customer situations and a heavy workload; must be able to maintain a positive, solutions oriented and professional manner throughout and lead team through such experiences.
• Requires the ability to understand the sales aspects of customer relationships such that the net result of work done is a customer who is willing to buy.
• Possesses a high degree of honesty, integrity and ability to maintain confidentiality
• Ability to communicate effectively (verbal and written), with strong presentation skills
• Fluent in English – additional languages an advantage.
• Strong knowledge of the software industry and typical product deployment
• Advanced Microsoft skills including Word, Excel, PowerPoint, Outlook
• Solid experience working with and understanding contracts
• Highly numerate
• Highly advanced interpersonal and customer service/orientation skills.
• Highly organized, exercises good judgment and confident decision making skills.
Key Competencies for Successful Candidates
• Driven to lead assigned team to goals
• Ability to lead assigned team through change
• Ability to engage executives (internal and external)
• Rapport building and conflict management skills
• Capacity for creative and innovative thinking and analysis
• Sales and solutions focused
• Proactive and responsive
• Forward thinking
