Customer Success Business Partner with German Expertise
1 day ago
Company Overview:
Infor is a global leader in business cloud software products for companies in industry-specific markets. We build complete industry suites in the cloud and efficiently deploy technology that puts the user experience first, leverages data science, and integrates easily into existing systems.
Our mission is to increase and maximize value for our customers and Infor, ensuring that customer strategic objectives and business outcomes are realized.
The Customer Success Executive (CSE) is a crucial owner of the customer within Infor, aligned throughout the customer journey serving as the main executive point of contact with their executive team.
Job Description:
The CSE establishes the account strategy and executes on that strategy to meet their KPIs focused on customer success, satisfaction, customer expansion, unqualified references, and retention.
The CSE is the escalation point for the customer within Infor and serves as an advocate with Sales, Services, Support, Product Development, and partners to drive customer success and desired customer business outcomes.
This role will manage a range of customers within the designated Industry and have a set of KPIs in relation to the role level.
This position may have a team of indirect resources reporting to them for account engagement as and to aid resolution of issues.
Key Responsibilities:
- Own and execute the account strategy, plan, escalation, and governance model for small and medium-sized customers
- Identify opportunities for additional Infor capabilities within the account
- Assist customers with the renewal process
- Drive a strategic partnership that is aligned with customer business objectives and priorities
- Develop a trust-based relationship within the account that expands relationships horizontally/vertically
- Educate customers on product, industry, and enablement updates
- Manage account team and ensure team engagement
- Ensure customers derive maximum value and achieve desired business outcomes with their investment in Infor solutions
- Help customers define their annual roadmap and work with the customer to define solution adoption and expansion plans
- Advocate product roadmap enhancements on behalf of the customer
Requirements:
- ERP expertise
- Strong communication skills
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