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.
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