Customer Success Executive, Sr. Principal

General information

Country United States City Remote Location Job ID 45930 Department SaaS

Description & Requirements

The Customer Success Executive (CSE) will be the primary point of contact throughout the customer journey and will make sure their desired outcome materializes. Their mission is to increase and maximize value for the customer as well as drive customer retention. The CSE will secure, expand, and extend the Infor footprint by partnering with Services, Sales, Support, Product Development and Partners to drive customer success and desired customer business outcomes. This role is accountable for the customer’s success and engaged alongside the customer from inception throughout the entire customer Lifecyle.

A Day in The Life Typically Includes:

• Manage a total book of business of around $10 Million ARR or more.
• Primary point of contact and trusted advisor for the assigned customers
• Effectively manage customer escalations and satisfaction
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Infor.
• Influence long-term value by driving customer product adoption, consumption, upsell and renewal.
• Align with Infor’s business rhythms including Sales, Product Development, Support, Cloud Operations, and Infor Managed Services (IMS)
• Align with customers’ strategic vision, buying decision, and value creation expectation and aligning all Infor pillars throughout the entire customer lifecycle.
• Ensure customers derive maximum value and achieve desired business outcomes with their investments.
• Own & Execute the Account Strategy + accountable for the customer’s success.
• Work closely with customer and internal stakeholders to determine governance model.

Basic Qualifications:

• Experience in Discrete Manufacturing (Industrial, Automotive, Aerospace & Defense, High-Tech/Electronics).
• Experienced consultative Account Management mindset with strong commercial acumen
• Client focused experience managing multi–facetted problems and situations across several functions.
• Experience building relationships and gaining credibility with external customers and internal C-Suite Executives
• Experience working with global, cross-functional teams (i.e., Sales, Consulting Services/Partners, and Support)
• Experience working with global SaaS and Professional Services engagements, particularly with multi-product/multi-site ERP deployments.
• Escalation & change management experience
• Strategic account planning and oversight of activities to increase customer footprint.

Preferred Qualifications:

• Previous leadership roles are advantageous.
• Strategic account planning and oversight of activities to increase customer footprint.

About Infor
Infor is a global leader in business cloud software products for companies in industry specific m