At Infor, our mission in customer success is to maximize value for both our customers and our organization, ensuring customers achieve their strategic objectives and business outcomes.
The Customer Success Executive (CSE) serves as the primary executive point of contact for assigned customers, overseeing the relationship throughout their journey with Infor.
Acting as the key account owner, the CSE collaborates to leverage the full spectrum of Infor's capabilities, driving outcomes that benefit both the customer and Infor.
The CSE develops and executes an account strategy designed to achieve KPIs centered on customer success, satisfaction, retention, account growth, and fostering unqualified references.
This role serves as the escalation point for customers and works cross-functionally with Sales, Services, Support, Product Development, and partners to ensure customer success and deliver on their business goals.
The role may include managing indirect resources engaged in account activities and issue resolution.
Key Responsibilities Core Activities (80% of time) Serve as the primary relationship owner for small to medium-sized customers, managing accounts.Develop and implement account strategies, governance models, and escalation plans.Identify and pursue opportunities to introduce additional Infor solutions within customer accounts.Support customers through the renewal process.Relationship Management Build and maintain a strategic partnership aligned with customer objectives and priorities.Foster trust-based relationships that expand vertically and horizontally across the organization.Conduct regular communication, executive reviews, and strategic planning sessions.Advocacy Understand and champion the customer's strategic vision, value drivers, and decision-making processes.Address escalations and maintain high levels of customer satisfaction.Align Infor teams across Sales, Services, Support, and Product Development to support the entire customer lifecycle.Facilitate access to technical and product experts as needed.Collaborate with customers to generate unqualified references.Ensure customers maximize their investment in Infor solutions, achieving desired business outcomes.Collaborate with customers to define annual roadmaps, adoption strategies, and expansion plans.Advocate for product roadmap enhancements based on customer feedback.Additional Activities (20% of time) Provide regular updates to leadership on customer health, progress, and challenges.Stay informed on product, industry, and enablement updates.Manage and engage account teams to ensure alignment and focus on customer objectives.Basic Qualifications Fluency in English, with one of the following languages: German, French, or Italian.Customer-focused mindset, with the ability to influence and achieve results in a matrix environment.Strong executive presence and communication skills, including the ability to conduct crucial conversations.Experience in consultative roles with C-suite and executive teams.Critical thinking, decision-making, and leadership capabilities.Ability:
To motivate and guide workgroups effectively.To establish and maintain strong working relationships at the executive level.To drive long-term customer value and lead high-performing teams.Preferred Qualifications Experience in matrixed organizational environments.Demonstrated success in managing large-scale, complex ERP software implementations.Proven track record in process improvement using creative and innovative approaches.Expertise in business transformation and change management.Deep understanding of industry operations, challenges, and trends, particularly in Food & Beverage (F&B) or Manufacturing.Experience leading indirect teams and delivering measurable results.
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