Manager, Customer Success

We are seeking an experienced candidate with a demonstrated customer first-centric background to lead a team of Customer Success Managers (CSMs) with positivity and empathy. As the manager, you will be responsible for ensuring the team delivers consistent high quality, professional and courteous services to our customers, that the team maintains a high level of proficiency across the products used by their customers and demonstrates understanding of the customers’ operations related to Infor Nexus. You will also provide continuous coaching and performance feedback that promotes a culture of customer success, learning and teamwork imbued with the principles of MDM.

Our CSMs are responsible for overseeing the day-to-day relationship of a portfolio of customers, focusing on their individual and network success using the Infor Nexus platform. CSMs are directly engaged with the customers’ management and super users to help drive adoption, address support issues, optimize their experience on the platform and see that the customers are satisfying key business objectives understanding that these objectives vary from customer to customer. CSMs provide a high level of ‘personal touch’ service and have a deep understanding of our customers’ business and their customized Infor Nexus solution.

This challenging role requires a strong manager who leads by example and is able to apply strategic thinking to tactical and operational activities. The manager should be able to do the work as much as lead the team, collaborate with management across departments, and be willing to make the tough decisions when necessary.

Primary Responsibilities:

• Provide daily operational management to an established team of Customer Success Managers.
• Lead the team in a manner consistent with the principles of MDM and assuring that those principles permeate the team.
• Develop and maintain trusted relationships with team members, peers, colleagues, and other management across the Infor landscape
• Hire, develop, and retain a high performing team including oversight of onboarding, training, and performance enhancing activities
• Monitor CSM engagements with their portfolio of customers to ensure they continuously meet or exceed expectations delivering value to our customers.
• Assure CSMs are aware of customer desired business outcomes and are driving toward those outcomes.
• Leverage available data driven metrics to measure team performance and explore areas for improvement.
• Conduct regular reviews and coaching to team members as part of a continuous improvement program to deliver the best customer success experience to our network as well as develop each CSM for future growth
• Demonstrate personal commitment to the success of the team and individually by picking up excess work from overloaded team members.
• Collaborate with a virtual team across different locations and time zones, sharing a common goal of meeting the needs of our customers and our internal policies.
• Execute on the objectives and instructions from management, providing the necessary instructions to team members to accomplish the same
• Take a proactive approach addressing issues or obstacles that impede our mission of customer success.
• Document and collaborate with leadership and other departments for the common good of the business.
• Conduct internal and customer training sessions, participate in QBRs and EBRs, and prepare documentation for department or customer events as needed.
• Point of escalation for customers on support incidents and matters of priority
  

Qualifications:

• 5+ years’ experience in a customer success or client management role
• Prior experience leading three or more employees preferred
• Developed leadership and people management experience
• Excellent communication skills including oral, written, and presentation
• Exhibit critical thinking, problem solving, time management skills
• Exhibit integrity in all situations
• Exhibit the ability to lead with empathy
• Ability to remain calm during strenuous situations
• Listen objectively and act in the best interest of the customer, the employee and the company
• Demonstrated ability to foster collaboration within and across teams through a positive attitude, as a motivator, as a coach, as a leader
• Strong subject matter expertise on the Infor Nexus Platform preferred
• A high level of familiarity with supply chain management, international trade, logistics or shipping industry practices
• Operate in a respectful way with peers, colleagues, and supervisors.
• Ability to act on instructions that one may not agree with, but following through without argument
• A demonstrated ability to constructively overcome challenging situations
• Excellent skills with Microsoft Office applications (Excel, Word, PowerPoint) is required
• Power BI skills a plus
• Ability to multitask and work in a deadline/time sensitive environment
• Ability to work independently but also be a team player
  

This position may require some domestic and or international travel.