Customer Experience Manager, Senior Prague, Praha

Customer Experience Manager, Senior

General information- Country
- Czech Republic
- City
- Prague
- Department
- Customer Relations
- Job ID
- 37191
- Description & Requirements- Driving to achieve Infor’s vision of: We succeed only when our customers succeed. Our CEM, SR. is the point of contact for Infor’s customers to achieve superior outcomes by leveraging our continuously evolving, differentiated solutions. Our products and services, combined with deep industry expertise, lead directly to better agility, deeper business insights, and holistic productivity improvements.
- Relationship & Leadership - The CEM, SR. will build, develop, and mature multi-level customer relationships to foster partnerships with all levels of the customer organization including executive and C-Level to ensure successful usage and adoption of Infor solutions. They will provide strong leadership for the customer account team including mentoring of internal and external counterparts.
- Functional - The CEM, SR. will have a solid understanding of their customers industry and business processes, which may include a micro-vertical focus such as Healthcare, Distribution, Discrete & Process Manufacturing. They will provide creative solutions and variations to approach business and related use cases for their customers.
- Application - The CEM, SR. is the Chief Infor Adoption Officer for their respective customers. They help the customer optimize the utilization of their existing and available products, discussing features beyond core functionality and will ensure best practice adoption. The CEM, SR. can execute this adoption through 1:1 interaction with the customer, helping the customer engage support and peer group information sharing with other customers. The CEM, SR. will also facilitate expertise through Infor Consulting and Managed Services, Infor Education as well as the Infor Partner community as needed to ensure the customer realizes maximum business value from their investment..
- A Day in The Life Typically Includes:
- Lead Infor customer account teams to understand and execute against customers business goals and objectives.
- Seek customer sentiment and risks in achieving their stated business goals and develop a success plan to drive success
- Support customer retention including the renewal process
- Lead the customer kickoff and welcome process
- Attend critical implementation stakeholder meetings
- Respond to customer support escalations and serve as internal focal point to align internal organizations
- Implement a robust governance program with customers to understand and track current issues
- Ensure the delivery of all contracted services per the contract and ensure internal financial discipline
- Develop and execute success plans for customer issues that focus on root cause resolution
- Setup Quarterly Business and Annual Partnership Reviews to stay aligned and showing progress with customer and their business goals and outcomes
- Review regularly enablement and training plans with their customers
- Review customer usage data and create plans for customer adoption
- Become a Trusted Business Partner responsible for making recommendations aligned with customer priorities Mentor internal and external teams
- Required skills:
- Working experience in a service within the software or high-tech industry
- Deep experience managing critical customer issues with senior management
- Extensive experience as a Customer Success Manager or comparable role
- Combined successful experience in the following areas: account management, project management or implementation management experience in the software industry with executive levels
- Industry knowledge and experience
- Proven effective Problem Solving and Agile methodologies to quickly identify issues and determine next steps
- Proven 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
- Proven experience to create organic opportunities for growth and expansion of customer footprint
- Proven ability to communicate ideas effectively to broad internal and external Executive levels in the organizations
- Proven strong negotiation and influencing skills highlighting opportunities for expansion and growth
- Excellent written/verbal communication and presentation skills
- Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously
- Ability to respond quickly to changing demands and market conditions
- Commitment to teamwork and ability to operate in a matrix management environment Fluent English and German
- Preferred Qualifications:
- Knowledge of Infor Products and software lifecycle - Human Capital Management, Supply Chain Management or Finance are examples
- Small, Medium and Large ERP system implementation and maintenance experience
- Expertise in business processes and activities in key Infor focused industries
- Advanced economic th

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