Infor Customer Success Managers (CSMs) provide Infor customers with dedicated resources that will guide and help customers achieve maximum value from their Infor investment. Infor CSMs bring micro-vertical expertise and an understanding of the customer’s challenges and how Infor technology can help the customer meet their business goals. The CSMs fosters a dynamic and strategic relationship between Infor and the customer. Infor CSMs are committed to a long term and dedicated partnership to drive continued success. Through close collaboration, CSMs provide continuous attention in order to proactively minimize disruption, maximize the existing software adoption and utilization, and achieve strategic business outcomes.
Infor CSMs have three key areas of expertise;
• Functional - The CSM will have an understanding of their customers’ industry and business processes, which may include a micro-vertical focus such as Healthcare, Distribution or Manufacturing.
• Application – The CSM is the chief Infor Adoption Officer for their respective customers. They help the customer optimize the utilization of their existing and available products, demonstrating features beyond core functionality and will ensure Best Practice adoption. The CSM can execute this adoption through 1:1 interaction with the customer, helping the customer engage Xtreme Support and peer group information sharing with other customers. The CSM can also facilitate fee based Subject Matter Expertise through Infor Consulting Services, Infor Education as well as the Infor Partner community. Infor CSMs will focus on Infor applications such as Human Capital Management, Supply Chain and Finance applications.
• Customer Service - The CSM is the primary point of contact for the customer in a post-sales production environment, proactively coordinating with any other cross functional team or organization inside of Infor.
JOB RESPONSIBILITIES:
• Broad responsibilities include;
• Evangelize capabilities of Infor applications including Best Practices and Optimization of Manufacturing and/or Supply Chain business processes.
• Effectively network and expand relationships with the senior business sponsors in order to understand and execute against customer’s business goals and objectives.
• Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan.
• Customer retention including supporting the renewal process
• Seek customer reference by creating raving fans
• Specific Customer Lifecycle phases include;
• Engagement Phase
• Kickoff and welcome process
• Capture Business goals and objectives and execute Benchmarking
• Communicate support process and inform customer how to use Infor Xtreme Support portal
• Work with Infor Cloud Operations during provisioning process
• Deployment Phase
• Attend handover meeting(s) between Infor Cloud Operations and Infor Consulting Services or the Infor partner performing the Implementation
• Participate in project status meetings and review any customer issue
• Facilitate any support escalations
• Adoption and Evolution Phase
• Proactively resolve Application or Operations issues through Xtreme Support and Infor Cloud Operations
• Schedule regular meetings with customers to understand current issues
• Setup Executive Business Reviews to revisit customer’s business goals
• Show progress against customer’s business goals derived from technology and service investment
• Perform benchmarking as appropriate
• Typically twice a year this is done onsite at the customer’s location.
• Regular review enablement and training plan
• Proactively introduce applications and services to customers where business needs goals intersect with Infor solutions
• Coordinate with Sales team for additional users if needed
• Setup peer to peer networking opportunities and help broaden Infor customer communities
EDUCATION & EXPERIENCE:
• Bachelor’s Degree or equivalent experience
• 7-10 years’ experience working in a professional services (implementation) or support capacity within the software or high-tech industry
• 5+ years of experience managing critical customer issues with senior management
• 3-5 years of combined successful experience in the following areas: account management, project management or implementation management experience in the software industry
• Experience working with complex global organizations preferred
• Proven creativity and thinking outside the box
• Proven ability to communicate ideas effectively is required
• Proven strong negotiation and influencing skills
REQUIRED SKILLS:
• Infor application knowledge - Manufacturing (Infor LN, Syteline, Provia, Visual, etc)
• Manufacturing Industry knowledge and experience
• Excellent written/verbal communication and presentation skills
• Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously
• Ability to respond quickly to changing demands and market conditions
• Commitment to teamwork and ability to operate in a matrix management environment
• Consultative account management skills
• Great listener
PREFERRED SKILLS & KNOWLEDGE:
• Experience with major ERPs and/or Financial applications
• Experience working with key technology partners and vendors
• Experience working with a Maintenance Sales, Premium Support, or Services organization to have a good working knowledge of maintenance and support
