Customer Success Manager
Tokyo, JP
2 日前

Role Purpose

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.

Main Responsibilities

  • Provide a high level of professional service to assigned customers
  • Develop sustainable, positive business relationships and drive customer interaction in order to define and address customer goals and objectives
  • Present a strategy for addressing deeper, more complex customer needs by employing organizational resources
  • Utilize tools and organizational skills to manage multiple ongoing complex issues and ensure timely follow up and completion
  • Collaborate with customer, Infor, and third parties to ensure customer’s overall experience is above expectations
  • Maintain a high level of understanding of each customer’s business environment and related impact of any software releases or issues
  • Understanding of each customer’s industry and ability to relay Infor’s strategy within that industry
  • Learn and maintain a high level of efficiency with Infor tools to provide quick turnaround response times to customer requests
  • Prioritize customer needs internally, utilizing leadership and influence to ensure premium level of service and responsiveness
  • Develop and maintain a strong professional internal network to effectively support customer needs, proactively representing customer interests to all appropriate employees and departments
  • Coordinate all internal resources to deploy a comprehensive solution to customer issues
  • Lead a cross functional team to assist with customer product and performance needs
  • Identify, lead and manage special projects that contribute to the success of internal team
  • Prepare, facilitate, and send regular communications to the customer and invested Infor teams
  • Desired Skills & Experience

  • Japanese and English language skills, plus the ability to culturally translate both Infor global programs and the customers’ requirements
  • Proven of combined successful experience in the following areas : account management, project management or implementation management experience in the software industry
  • Proven of experience managing critical customer issues with senior management
  • Experience with SaaS products
  • Infor LN, Infor Syteline or manufacturing industry knowledge and experience is preferred.
  • 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
  • Ability to work independently in a global setting including multiple cultures, time zones, and potential language barriers
  • Excellent planning, time management, communication, decision making, presentation and organizational skills with a comfort in presenting to executive level roles
  • Action-oriented with high energy level and interest working with others
  • Proven ability to perform effectively with all levels in a fast-paced, complex, global environment
  • Advanced interpersonal, team working, and customer service / orientation skills
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