Responsible for engaging with and managing relationships of existing customers ensuring a high level of satisfaction, retention, and growth by creating positive, mutually beneficial outcomes along with overseeing the process of renewing maintenance and subscription agreements to maximize revenue
A Day in The Life Typically Includes:
- Build and maintain strong relationships with customers to understand their needs and ensure satisfaction with Infor's products, along with monitoring usage to identify potential adoption issues or areas for improvement.
- Collaborate with sales, customer success, and other departments to ensure a smooth renewal process and address issues or concerns raised by clients.
- Maintain current renewal health to analyze trends and forecasting for achieving renewal targets and revenue goals, driving on time payments, and developing strategies to improve customer retention rates by identifying at-risk accounts and implementing proactive measures to mitigate churn.
- Serve as an Accountable Customer Leader, an internal model that identifies one resource representing Infor to provide clarity for a customer on navigating Infor's internal workings, collects a sentiment score to track the customers view of their partnership with Infor, operating as an advocate for customers within the organization and ensuring customer needs are met with challenges they encounter.
- Conduct annual centric, value-based touch points of communication with customers providing insight on the latest updates and access to tools available, while uncovering current business goals, projects and challenges the customer may be facing.
- Identify and generate opportunities for additional upsell or cross-sell of products or services to existing customers.
- Understand Infor's contracts to effectively discuss and negotiate renewal terms and pricing based on applying economic thinking, by emphasizing the analysis of costs and benefits associated with different choices. Weighing the potential benefits of a decision against its costs to determine the most rational course of action.
- Self-actualize by staying informed on Infor's offerings, market presence, competitive edge and the latest technology tools and trends. Continuously develop skills and techniques through training and professional development opportunities.
- Embrace Infor's culture by understanding and applying the principles by which our company operates.
Basic Qualifications:
- Experience engaging with customers and internal teams, including a talent for managing escalations and difficult conversations.
- Experience understanding and empathizing with customers' challenges, goals, and perspectives to provide personalized support and guidance.
- Analyzing data and metrics to identify trends, patterns, and opportunities for improving customer success outcomes.
- Experience working effectively with cross-functional teams such as sales, product development, and support to ensure a seamless customer experience.
- Time management and organizational skills to manage multiple client relationships and tasks simultaneously and ensure appropriate communication response times.
- Data management of required system updates for active renewals and renewal health.
- CRM software, Microsoft Office Suite, and other relevant tools.
Preferred Qualifications:
- Experience in customer-facing roles, preferably in software sales, account management, or customer success.
US Remote (Dallas, TX/Alpharetta, GA) 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 www.infor.com 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 infor.com/about/careers webpage.
At Infor we value your privacy that's why we created a policy that you can read here. This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf |
Infor
Jan 06, 2025