Remote

Customer Experience Manager, Senior

Infor
paid time off, paid holidays
United States
Apr 10, 2025
Infor Customer Experience Managers (CEMs) are trusted advisors to Infor Managed Services(IMS) customers during assigned contract lifecycle. In this individual contributor role, you will work with CareFor IMS colleagues in Delivery, as well as stakeholders in Finance, Consulting, and Customer Success, to achieve effective, profitable delivery of services and maximize customer satisfaction and referenceability. A Day in The Life Typically Includes: Build and maintain long term relationships with customers, acting as the primary point of contact between the customer and Infor during the contract lifecycle Manage the renewal cycle with customers and seek out opportunities to expand services in assigned accounts Ensure that all contracted services are delivered according to what has been defined in the IMS contract and operational procedures Ensure that intended quality of service is achieved, including regular quality audits and taking ownership for process improvements, while maintaining standards as set by the organization Driving continuous improvement processes on the contracts by initiating and managing Service Improvement Plans (SIPs) and resourcing plans to manage the IMS contracts on quality, efficiency and margin Own resolution and escalate as needed to achieve timely resolution of critical issues impacting service delivery Schedule and participate in monthly and quarterly business reviews, maintaining insights and knowledge of the customer for use in business-wide analyses Basic Qualifications: Experience in account and managed services delivery management with ERPs and/or SaaS/cloud software solutions Project management experience Experience working in global teams to deliver services Experience influencing internal stakeholders and customer decision makers Preferred Qualifications: Bachelor's degree or equivalent; PMP certification a plus Infor Product experience Healthcare or Public Sector experience For California, Colorado, Illinois, Maryland, Minnesota, New York, and Washington applicants, we anticipate paying between $120,000 - $140,000 per year. You may also be offered discretionary variable compensation of $12,000-$14,000. Please note that the salary information is a general guideline only. In addition, Infor provides various benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). The application window is anticipated to close on 6/28/2025. 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 this website for additional information. E-Verify Illinois: Click here, aqui, or tu.