Customer Success Manager

General information
- Country

Australia
- City

Melbourne
- Job ID

44234
- Department

Sales
- Experience Level

MID_SENIOR_LEVEL
- Employment Status

FULL_TIME
- Workplace Type

Remote
- Description & Requirements
- Open to Melbourne and Sydney locations_

Position Summary

Infor Pathway Customer Success Manager (CSM) provide Infor customers with a dedicated resource that will guide and help customers achieve maximum value from their Infor investment. Infor CSM should bring Pathway and Local Government expertise and an understanding of the customer’s challenges and how Infor Pathway, Infor OS and other Infor technology can help the customer meet their business goals.

The CSM fosters a dynamic and strategic relationship between Infor and the customer. Infor CSM are committed to a long term and dedicated partnership to drive continued success and customer retention. Through close collaboration, CSM provide continuous attention in order to proactively minimize disruption, maximize the existing software adoption and utilization, and achieve strategic business outcomes.

Infor CSM have three key areas of expertise;
- Functional - The CSM will have an understanding of the Local Government industry and business processes.
- Application - The CSM is the chief Infor Adoption Officer for their respective customers. They help the customer optimize the utilization of their existing and available products, demonstrating features beyond core functionality and will ensure Best Practice adoption. The CSM can execute this adoption through 1:1 interaction with the customer, helping the customer engage Infor Service Now and peer group information sharing with other customers. The CSM can also facilitate fee based Subject Matter Expertise through Infor Consulting Services and Infor Managed Services.
- Customer Service - The CSM is the primary point of contact for the customer in a post-sales production environment, proactively coordinating with any other cross-functional team or organization inside of Infor Pathway.

Key Responsibilities
- Provide a high level of professional service to assigned customers
- Develop sustainable, positive business relationships and drive customer interaction in order to define and address customer goals and objectives
- Present a strategy for addressing deeper, more complex customer needs by employing organizational resources

Collaborate with customer, Infor, and third parties to ensure the customer’s overall experience is above expectations
- Maintain a high level of understanding of each customer’s business environment and related impact of any software releases or issues
- Understanding of each customer’s industry and ability to relay Infor’s strategy within that industry
- Learn and maintain a high level of efficiency with Infor tools to provide quick turnaround response times to customer requests
- Prioritize customer needs internally, utilizing leadership and influence to ensure a premium level of service and responsiveness
- Develop and maintain a strong professional internal network to effectively support customer needs, proactively representing customer interests to all appropriate employees and departments
- Coordinate all internal resources to deploy a comprehensive solution to customer issues
- Lead a cross functional team to assist with customer product and performance needs
- Identify, lead and manage special projects that contribute to the success of internal team
- Prepare, facilitate, and send regular communications to the customer and invested Infor teams
- Develop and maintain core product knowledge and understanding of Infor’s product strategy. Collaborate with Infor teams which support the Elite customer base, sharing and building on this knowledge base.
- Provide effective communication (written and verbal) to all levels within customer organizations
- Provide relevant and valuable quarterly executive-level communications to assigned customers
- Customer retention including supporting the renewal process

Key Requirements / Experience
- Experience with SaaS products, in particular Infor Pathway and/or InforOS
- Local Government industry knowledge and experience
- Proven experience managing critical customer issues with senior management
- Proven combined successful experience in the following areas: account management, project management or implementation management in the software industry
- Experience working with complex global organizations preferred
- Proven creativity and thinking outside the box
- Proven ability to communicate ideas effectively is required
- Proven strong negotiation and influencing skills
- Self-directed, proactive, demonstrates high standards in performance and results
- Ability to work independently in a global setting including multiple cultures, time zones, and potential language barriers
- Action-oriented with high energy level and interest working with others
- Proven ability to perform effectively with all levels in a fast-paced, complex