As a Customer Success Executive at Infor, you are the strategic leader responsible for ensuring customer success by proactively driving measurable value, business outcomes, and strategic objectives. This role requires managing and growing customer relationships across both business and IT stakeholders, fostering multi-threaded engagement at the champion level. You will be accountable for achieving key metrics such as SaaS renewal rate (% of dollars renewed), book of business expansion, and multi-year contracts, in alignment with customer and revenue goals, in collaboration with Strategic Renewal Managers and Account Executives.
Key responsibilities include:
Driving Outcomes & Value:
· Engage as a trusted advisor to both business and IT leaders, aligning Infor's solutions with the customer's strategic objectives.
· Develop and execute joint success plans with customers that include clearly defined milestones and measurable outcomes.
· Actively identify and deliver business value through product adoption and optimization, ensuring that customers maximize ROI.
Strategic Relationship Management:
· Build and maintain multi-threaded relationships across key customer stakeholders, focusing on champion-level engagement to ensure alignment and engagement at all levels.
· Proactively drive executive engagement to ensure alignment on strategic objectives and account health.
· Serve as the customer's advocate within Infor, escalating and resolving risks as necessary.
Renewals and Expansion
· Be accountable for achieving % of dollars renewed within your book of business and driving expansion opportunities.
· Partner with Strategic Renewal Managers and Account Executives to orchestrate strategic renewal events that focus on value realisation rather than transactional negotiations.
· Leverage product adoption data to influence renewal discussions and highlight customer success.
KPI Management
· Monitor and manage KPIs such as renewal predictors, customer health scores, adoption metrics, and forecasting accuracy to uncover risks and opportunities.
· Use data-driven insights and predictive analytics to proactively manage churn risk and drive revenue growth.
Qualifications
A strong experience in customer success, strategic account management, or renewal leadership roles.
Proven success in influencing senior business and IT executives and managing high-value, complex renewals.
Demonstrated ability to manage KPIs and deliver revenue retention and account expansion.
Strong collaboration, strategic thinking, and communication skills.
Fluent in German (Native preferred), excellent English communication skills,
As a Plus: other language (French or Italian).
Key responsibilities include:
Driving Outcomes & Value:
· Engage as a trusted advisor to both business and IT leaders, aligning Infor's solutions with the customer's strategic objectives.
· Develop and execute joint success plans with customers that include clearly defined milestones and measurable outcomes.
· Actively identify and deliver business value through product adoption and optimization, ensuring that customers maximize ROI.
Strategic Relationship Management:
· Build and maintain multi-threaded relationships across key customer stakeholders, focusing on champion-level engagement to ensure alignment and engagement at all levels.
· Proactively drive executive engagement to ensure alignment on strategic objectives and account health.
· Serve as the customer's advocate within Infor, escalating and resolving risks as necessary.
Renewals and Expansion
· Be accountable for achieving % of dollars renewed within your book of business and driving expansion opportunities.
· Partner with Strategic Renewal Managers and Account Executives to orchestrate strategic renewal events that focus on value realisation rather than transactional negotiations.
· Leverage product adoption data to influence renewal discussions and highlight customer success.
KPI Management
· Monitor and manage KPIs such as renewal predictors, customer health scores, adoption metrics, and forecasting accuracy to uncover risks and opportunities.
· Use data-driven insights and predictive analytics to proactively manage churn risk and drive revenue growth.
Qualifications
A strong experience in customer success, strategic account management, or renewal leadership roles.
Proven success in influencing senior business and IT executives and managing high-value, complex renewals.
Demonstrated ability to manage KPIs and deliver revenue retention and account expansion.
Strong collaboration, strategic thinking, and communication skills.
Fluent in German (Native preferred), excellent English communication skills,
As a Plus: other language (French or Italian).