The primary role of Infor HyperCare Engagement Executives is to lead highly focused client engagements where escalated issues require urgent resolution. Engagement Executives work closely with Global VP HyperCare, leadership, management, internal engagement teams, internal departments and clients to resolve urgent client issues.
The secondary role is to identify potential systemic issues within Infor’s purview related to serving our clients, and making recommendations to address the issues.
This role is highly visible to Infor’s leadership team; HyperCare Engagement Executives must be able to establish themselves as trusted professionals within the organization.
A successful tenure in HyperCare positions you to take on roles of increasing responsibility within Infor.
JOB RESPONSIBILITIES:
Responsibilities include:
Lead and direct high priority, high visibility, urgent, client-facing engagements, frequently for our Cloud clients
Analyze client issues; validate major themes, finalize recommendations
Lead the development of a plan to resolve the clients’ urgent issues, including securing the cross-functional resources required to execute the plan
Assign/delegate work assignments to project team members
Ensure effective participation of all parties throughout the engagement
Ensure appropriate people are kept informed of engagement status, at the appropriate level of detail
Provide mentorship and coaching to the HyperCare engagement team, account Service Delivery Manager, Customer Success Manager and the HyperCare Performance Engineer
Accountable for the leadership of multiple engagements
May coordinate and/or lead project rescue/recovery engagements
Identify/document systemic issues within Infor. Provide recommendations and proposed solutions to the HyperCare Executive
Provide feedback to VP Global HyperCare to ensure continuous improvement of the HyperCare Program
EDUCATION & EXPERIENCE:
Bachelor’s Degree or Master’s Degree
15+ years’ experience directing complex software implementations
5+ years’ project management or project leadership experience with a System Integrator
5+ years’ of interacting with ‘C’ level leaders and senior management (client and Infor)
Project Management Professional (PMP®) certification highly desired
L5 Infor PM Certification desired
REQUIRED SKILLS:
Expert engagement leadership skills, including significant experience with project rescue and recovery
Outstanding ability to think critically, and quickly
Experience with major ERPs and/or Financial or HCM applications
Experience with SAAS and/or Cloud solutions
Ability to effectively work with C-level leaders (client and Infor)
Formulate and execute effective recommendations/solutions
Outstanding written/verbal communication and presentation skills
Ability to quickly establish a rapport with the ‘working’ team (client and Infor)
Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously, quickly and effectively
Ability to respond and adapt quickly and effectively to changing demands and market conditions
Commitment to teamwork and ability to operate effectively in a matrix management environment
Ability to establish and enhance effective relationships (client and Infor)
Self-motivated; ability to work independently and with little direction, when needed
Commitment to continuous improvement of the HyperCare Program
PREFERRED SKILLS & KNOWLEDGE:
Infor or similar CloudSuite knowledge
Experience implementing Infor products
Experience working in a cross-functional and matrixed environment, and with technology partners and vendors
Ability to successful promote/support the use of Infor Deployment Method and other established processes
