Senior Customer Experience Manager with German

Driving to achieve Infor's vision of:
We succeed only when our customers succeed. Our CEM is the point of contact for Infor's customers to achieve superior outcomes by leveraging our continuously evolving, differentiated solutions. Our products and services, combined with deep industry expertise, lead directly to better agility, deeper business insights, and holistic productivity improvements.

Relationship & Leadership - The CEM will build, develop, and mature multi-level customer relationships to foster partnerships with all levels of the customer organization including executive and C-Level to ensure successful usage and adoption of Infor solutions.They will provide strong leadership for the customer account team including mentoring of internal and external counterparts. They will seek customer reference by creating a solid business partnership through a strong business relationship with all levels of the customer organization. They will be accountable for driving, expanding, and retaining the book of business for their nominated accounts. The CEM is responsible for implementing and managing the delivery of services, in scope for customer agreements and offerings, as per laid out company policies and procedures, project/service management guidelines and best practices.

Functional - The CEM will have a solid understanding of their customers' industry and business processes, which may include a micro-vertical focus such as Healthcare, Distribution, and Discrete & Process Manufacturing.They will provide creative solutions and variations to approach business and related use cases for their customers.

Application - The CEM is the Chief Infor Adoption Officer for their respective customers. They help the customer optimize the utilization of their existing and available products, discussing features beyond core functionality and ensuring best practice adoption. The CEM can execute this adoption through 1:1 interaction with the customer, helping the customer engage in support and peer group information sharing with other customers. The CEM will also facilitate expertise through Infor Consulting and Managed Services, Infor Education as well as the Infor Partner community as needed to ensure the customer realizes maximum business value from their investment.

A Day in The Life Typically Includes:

• Lead Infor customer account teams to understand and execute against customers' business goals and objectives.
• Seek customer sentiment and risks in achieving their stated business goals and develop a success plan to drive success
• Support customer retention including the renewal process
• Lead the customer kickoff and welcome process
• Attend critical implementation stakeholder meetings
• Respond to customer support escalations and serve as the internal focal point to align internal organizations
• Implement a robust governance program with customers to understand and track current issues
• Ensure the delivery of all contracted services per the contract and ensure internal financial discipline
• Develop and execute success plans for customer issues that focus on root cause resolution
• Setup Quarterly Business and Annual Partnership Reviews to stay aligned and show progress with the customer and their business goals and outcomes
• Review regularly enablement and training plans with their customers
• Review customer usage data and create plans for customer adoption
• Become a Trusted Business Partner responsible for making recommendations aligned with customer priorities
  
  

• Excellent German and English skills (spoken and written).
• Experience working in a service within the software or high-tech industry
• Experience managing critical customer issues with senior management
• Customer Success Manager or comparable role experience
• Account management, project management or implementation management experience in the software industry with executive levels
• Experience with Problem Solving and Agile methodologies to quickly identify issues and determine next steps
• Experience with data analytics and investigation of data for trends and stories to drive customer adoption and utilization of products to achieve value realization for the customer
• Experience creating organic opportunities for growth and expansion of customer footprint
• Proven ability to communicate ideas effectively to broad internal and external executive levels in the organizations
• Negotiation and influencing skills highlighting opportunities for expansion and growth
• 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
  
  

• Knowledge of Infor Products and software lifecycle - Human Capital Management, Supply Chain Management or Finance are examples
• Small, Medium and Large ERP system implementation and maintenance experience
• Expertise in business processes and activities in key Infor-focused industries
• Technical Cloud skills, SaaS and Cloud technologies and architecture – Multi-Tenant, AWS, API's, Integrations, databases, application farms, cloud security, elasticity, ADFS, certifications, privacy, etc
• Advanced economic thinking
• Strategic level influencer
• Experience with major ERPs – Financial, Manufacturing, Human Resources applications
• Experience working with a Maintenance Sales, Premium Support, or Managed Services organization to have a good working knowledge of maintenance and support

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the webpage.

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