Customer Success Manager

General information Country

Australia

City

Remote Location

Job ID

45065

Department

Sales

Description & Requirements

Open to Melbourne and Sydney locations

Can consider part-time for the right candidate

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;

• The CSM will have an understanding of the Local Government industry and business processes.
• 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.
• 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, global environment
• Able to professionally handle challenges.
• Sustainable positive temperament with internal drive to excel
• Independently driven to learn and improve, seeks out training and advanced education
• Advanced interpersonal, team working, and customer service/orientation skills
• Strong written, listening, and verbal (presentation) communication skills
• Excellent project management and problem-solving skills
• Excellent planning, time management, communication, decision making, presentation and organizational skills with comfort in presenting to executive level roles
• An interest in further growth opportunities within the Pathway Sales Team

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 For more information visit
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. 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

---