General information
Country
Philippines
City
Manila
Job ID
40322
Department
SaaS
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid
Description & Requirements
At Infor, customer success serves as a cornerstone of our overall success. It's not merely a singular event but an ongoing journey, requiring steadfast commitment to ensure every customer derives optimal value from their Infor solutions. In essence, it's about being proactive rather than reactive. Recognizing potential signs of churn ahead of time is crucial for retaining our existing customer base and intervening effectively before issues escalate.
The Analytics Customer Retention Services (CRS) team is dedicated to enhancing customer satisfaction through a streamlined closed-loop process, resulting in improved customer retention, diminished attrition, and heightened customer success. CRS is tasked with overseeing account-level escalations, conducting continuous customer satisfaction reviews, and performing health checks prior to SaaS renewal. Furthermore, the team collaborates proactively with other departments within Infor to address concerns before they escalate into customer escalations.
This role is focused on assisting Infor customers with specific products, such as Birst, d/EPM, CSF Analytics, HR Talent Analytics, M3 Analytics, CSD Analytics, etc.
The Analytics Customer Retention Services Manager assumes a pivotal role within this framework, spearheading the resolution of issues that jeopardize customer satisfaction. They work in concert with Sales, Customer Success, Finance, Legal, and Renewals teams to mitigate customer attrition. As the primary point of contact for CRS, the Manager triages incoming escalations, conducts thorough assessments, and aligns each escalation with the appropriate resolution team. Furthermore, they lead expedited resolution projects for short-term escalations.
This role extends beyond reactive problem-solving; it entails managing issues surfaced during periodic Customer Satisfaction Reviews for previously escalated customers, ensuring proactive intervention to maintain customer health. Additionally, the Analytics CRS Manager conducts comprehensive evaluations of SaaS customers prior to renewals, identifying potential attrition risks and orchestrating collaborative efforts to address underlying issues, optimize financial outcomes, and enhance customer satisfaction.
We seek an individual with a genuine commitment to customer success and a fervent dedication to aiding others.
Your Responsibilities Include
Act as the liaison for the Analytics Customer Retention Services team regarding account-level customer escalations. This involves triaging incoming escalations, conducting thorough due diligence, assessing the size and severity of each escalation, and aligning the escalation with the appropriate resolution team. Collaborate closely with the Resolution Team to ensure the allocation of appropriate resources and the active management of escalations in accordance with established protocols.
Demonstrate proficiency in communicating with C-level executives both internally and externally. Possess proven experience and credibility in handling highly escalated customer situations effectively.
Lead shorter-term escalation resolution projects, ensuring clear definition of all issues and agreement on scope with the customer at the beginning and end of each engagement. Proactively update customers on the progress and resolution of issues, with a focus on retention. Formalize closure of escalations with customers, providing a summary of actions taken to address their concerns. Conduct Root Cause Analysis (RCA) and compile Lessons Learned for continuous improvement.
Address issues identified during periodic Customer Satisfaction Review processes for previously escalated customers, allowing for proactive management of new concerns and the maintenance of strong customer relationships.
Drive customer retention by anticipating and resolving potential issues for customers prior to their renewal dates. Conduct detailed analysis and provide concise summaries of highly complex customer issues to inform strategic decision-making.
Collaborate with internal teams such as Sales, Customer Success, Finance, Legal, and Renewals to minimize customer attrition rates and ensure a seamless customer experience.
Work closely with Subscription Services Managers (SSMs) to articulate the value proposition, facilitate renewals, and secure sales of add-on/upgraded support service programs. Proactively engage with churned customers to understand their subscription cancellations, address their concerns, and offer solutions to add value and encourage retention.
Review customers exhibiting deteriorating health and those flagged by Customer Success Managers (CSMs) during health checks.
Collaborate closely with assigned CSMs to provide guidance and support to customers, enabling them to derive maximum value from their Infor investment and ensuring ongoing customer success.
Knowledge and Skills, You Bring to the Organization
Ideal candidates should have a robust background with a minimum of five years of experience in the following: Support, Customer Retention, account management or experience leading the implementation of ERP or Analytics solutions within the software or high-tech industry.
Demonstrated industry knowledge and experience are highly valued.
Exceptional written/verbal communication and presentation skills are essential.
Must exhibit strong problem-solving, reasoning, and analytical abilities honed through years of professional practice. Must be able to address customer issues effectively and develop strategic solutions to improve retention.
Proven track record of excellent time management and organizational skills to efficiently handle multiple tasks and a substantial volume of engagements concurrently.
Ability to adapt swiftly to changing business environments and customer behaviors.
Demonstrated commitment to teamwork and adeptness in operating within a matrix management environment.
Strong interest in technology coupled with the ability to grasp technical concepts is a prerequisite.
Strong understanding of customer service principles and practices.
A deep commitment to understanding and addressing customer needs.
Ability to empathize with customers and understand their perspectives.
Focus on achieving and exceeding retention goals and targets.
Deep understanding of customer retention strategies and best practices.
Strong interpersonal skills to build and maintain relationships with customers and colleagues.
Ability to think strategically about customer retention and align efforts with broader business goals.
Certifications (Optional but Beneficial):
Customer Service Management Certification: Such as Certified Customer Service Manager (CCSM) or Certified Customer Experience Professional (CCXP).
Project Management Certification: Such as PMP (Project Management Professional).
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.
