Team Lead, Customer Experience

General information- Country- Mexico- City- Mexico City- Job ID- 42456- Department- SaaS- Experience Level- ASSOCIATE- Employment Status- FULL_TIME- Workplace Type- Hybrid- Description & RequirementsInfor Customer Experience Managers (CEMs) provide Infor customers with dedicated resources that will guide and help customers achieve maximum value from their Infor investment. Infor CEMs 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 CEMs foster a dynamic and strategic relationship between Infor and the customer. We are searching for a Team Lead to help lead and develop our CEM team in Mexico.A Day in The Life Typically Includes:- Build and manage relationships and partnerships that allow the ability to guide customers on feature adoption, new features, and product enhancements which support customer innovation goals.- Manage milestones and transitions which drive process and solution optimization planning/execution. Along with oversight of renewals in collaboration with subscription services- Guide a customer through the lifecycle, starting from onboarding to transition to a post-live environment, and to regular activities of product updates and releases. Get in touch with customers through critical activities in managing their Infor products.- Foster engagement with Infor customer groups, communities, and events. Generate referenceable customers for the Infor reference program.- Mentor and coach CEM’s working with a variety of customers throughout the America’s.Basic Qualifications:- Experience working in a services role within software or high-tech industry.- Experience leading a customer-facing team.- Experience managing critical customer issues with senior management.- Experience as a Customer Success Manager or comparable role.- 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 story to drive customer adoption and utilization of product to achieve value realization for the customer.Preferred Qualifications:- Experience working with Infor Products and software lifecycle - Enterprise software, Supply Chain Management or Finance are examples.- Small, Medium and Large ERP system implementation and maintenance experience.- Experience working with a Maintenance Sales, Premium Support, or Managed Services organization to have a good working knowledge of maintenance and support.- Portuguese language skills.Hybrid Role: Montes Urales Norte 505, Col, Lomas de Chapultepec, 11000 Ciudad de México.- About InforInfor 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 ValuesAt 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.