Customer Experience Manager, Senior

hace 7 días

Ciudad de México, Ciudad de México Infor A tiempo completo
General information- Country

  • Mexico
  • City
  • Mexico
City

  • Department
  • Customer Relations
  • Job ID
  • 3717 Description & Requirements The Customer Experience Manager (CEM), Senior will build, develop, and mature multilevel 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, SR. 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.


The CEM, Senior will have a solid understanding of their customers industry and business processes, which may include a micro-vertical focus such as Healthcare, Distribution, Discrete & Process Manufacturing.

They will provide creative solutions and variations to approach business and related use cases for their customers.

A Typical Day in the Life Includes:

  • Lead Infor customer account teams to understand and execute against customer's 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 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 showing progress with 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.
  • Mentor internal and external teams.

Basic Qualifications:

  • Experience working in a service within the software or hightech industry.
  • Experience managing critical customer issues with senior management.
  • Experience as a Customer Success Manager or Customer Experience Manager.
  • Experience in the following areas: account management, project management or implementation management experience in the software industry with executive levels.
  • Experience with data analytics and investigation of data for trends and story to drive customer adoption and utilization of product to achieve value realization for the customer.
  • Experience to create organic opportunities for growth and expansion of customer footprint.
  • Experience communicating ideas effectively to internal and external Executive levels in the organizations.

Preferred Qualifications:

  • Bachelor's Degree or equivalent experience.
  • 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.
  • Experience working with a Maintenance Sales, Premium Support, or Managed Services organization to have a good working knowledge of maintenance and support.
  • Problem Solving and Agile methodologies to quickly identify issues and determine next steps.
  • About Infor
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.

  • Our Values
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. I

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