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Infor is seeking a skilled Customer Experience Manager to be a trusted advisor to our Infor Managed Services (IMS) customers. In this role, you will manage contract lifecycles, ensuring effective service delivery, customer satisfaction, and retention. You will collaborate with stakeholders across various departments to maximize customer success and optimize business operations.

Job Details:

Company: Infor
Location: Remote – India
Department: Infor Consulting Services
Experience Level: Mid-Senior Level
Employment Type: Full-Time
Job ID: 43347

Key Responsibilities

• Serve as the primary point of contact for customers, managing relationships throughout the contract lifecycle.
• Oversee contract renewals and identify opportunities to expand services within assigned accounts.
• Ensure all contracted services are delivered as per IMS contracts and operational procedures.
• Schedule and monitor operations activities for seamless execution.
• Conduct quality audits and implement process improvements to maintain service standards.
• Drive continuous improvement through Service Improvement Plans (SIPs) and resource planning.
• Address and escalate critical issues to ensure timely resolution.
• Organize and participate in monthly and quarterly business reviews to analyze customer needs.
• Encourage customer participation in Infor reference programs while maintaining high satisfaction levels.
• Provide valuable insights to Infor consulting teams, cloud operations, and partners for continuous improvement.
• Share best practices and collaborate with the Service Delivery Management (SDM) team.
• Support sales efforts as needed.

Required Qualifications

• Minimum 3+ years experience in account and managed services delivery management with ERP, SaaS, or cloud software solutions.
• Strong project management skills and ability to manage multiple tasks effectively.
• Exceptional time management, analytical, and organizational skills.
• Ability to adapt quickly to changing market conditions and demands.
• Proven experience in global teams and service delivery.
• Strong ability to influence internal stakeholders and customer decision-makers.
• Excellent oral and written communication skills.
• Self-driven professional with strong decision-making capabilities.
• Problem-solving mindset with a knack for innovation.
• Bachelor’s degree or equivalent qualification; PMP certification is a plus.

About Infor

Infor is a global leader in business cloud software solutions designed for industry-specific markets. With over 60,000 organizations worldwide relying on Infor, we focus on innovation, data science, and user-friendly technology to drive digital transformation.
For more information, visit: www.infor.com

Our Values

At Infor, we embrace a business philosophy called Principle Based Management™ (PBM™) and eight guiding principles: integrity, compliance, transformation, principled entrepreneurship, knowledge, humility, respect, and self-actualization. We are committed to fostering an inclusive, diverse, and growth-driven workplace.

Equal Opportunity Employer

Infor is an equal opportunity employer that values diversity and inclusivity. We do not discriminate based on gender, race, age, disability, religion, national origin, veteran status, or any other protected status under the law. If you require assistance or accommodation during the application process, please refer to the FAQ section at Infor Careers.

How to Apply

Interested candidates can apply online at: Infor Careers. Apply today and become part of our innovative team