Summary:
The Healthcare Customer Success Executive (CSE) is a crucial partner to the General Manager, Services and will own the customer from the point of sale for the entire customer journey. The CSE will set up a customer account strategy and execute on that strategy to meet their KPIs and the GM’s KPIs around customer expansion, references, and retention. Their mission is to increase and maximize value for the customer and ensure their business outcomes are realized. The CSE will address all customer issues and extend the Infor footprint by partnering with Services, Sales, Support, Product Development, and partners to drive customer success and desired customer business outcomes. This role is ultimately accountable for the customer’s success and engaged alongside the customer from inception throughout the entire customer Lifecyle.
Essential Duties:
For 80% of your time, you will:
- Provide Account management
- Act as the primary relationship owner driving mutual benefit for customer and Infor
- Own and execute the account strategy, plan, escalation, and governance model Identify opportunities for additional Infor capabilities within the account
- Assist customers with the renewal process Relationship management
- Drive a strategic partnership that is aligned with customer business objectives and priorities
- Develop a trust-based relationship within the account that expand relationships horizontally/vertically
- Ensure consistent communication, executive, annual, and quarterly partnering reviews Advocacy Understand and assist in
- driving the customers’ strategic vision, buying decision, and value drivers
- Effectively manage customer escalations and satisfaction
- Align Infor pillars such as Sales, Product Development, Support, Cloud, and IMS throughout the entire customer lifecycle
- Coordinate customer access to product & technical experts
- Work with customers to obtain unqualified references
- Value Realization Ensure customers derive maximum value and achieve desired business outcomes with their investment in Infor solutions
- Help customers define their annual roadmap and work with the customer to define solution adoption and expansion plans
- Advocate product roadmap enhancements on behalf of the customer
20% of your time, you will:
- Provide updates and communication to leadership on customer health, plans and issues
- Attend product, industry, and enablement updates
- Manage your team and ensure team engagement and low attrition
Basic Qualifications:
- 12+ years of professional experience in sales, service delivery, or account management
- Minimum of ten years of leadership and proven success in large-scale, complex software implementations
- A proven track record of leading process improvement initiatives with creative and innovative models
- Customer focused and demonstrated success to influence others to achieve results in matrix environment. Excellent customer facing skills.
- Expertise in business transformation and change management
- Experience in a consultative role with the C-suite and Executive teams
- Expertise in healthcare industry business operations, challenges, and trends
- Experience in leading a small team of indirect reports
- ERP experience and/or knowledge of the ERP space
- Experience successfully influencing cross-departmental teams
Preferred Qualifications:
- Strong executive presence and communication skills including ability to hold crucial conversations Ability to build and sustain
- strong working relationships at the executive level
- Experience working in a highly matrixed environment Demonstrated critical thinking and decision-making skills
- Successful track record in leading, developing, and coaching high-performing teams
- Ability to lead, motivate and direct a workgroup
