The Subscription Services Manager is responsible for engaging with and managing relationships of existing customers ensuring a high level of satisfaction, retention, and growth by creating positive, mutually beneficial outcomes along with overseeing the process of renewing maintenance and subscription agreements to maximize Infor revenue.
A Day in the Life Typically Includes:
- Build and maintain relationships with customers to understand their needs and ensure satisfaction with Infor's products, along with monitoring usage to identify potential adoption issues or areas for improvement.
- Collaborate with sales, customer success, and other departments to ensure a smooth renewal process and address issues or concerns raised by clients.
- Maintain current renewal health to analyze trends and forecasting for achieving renewal targets and revenue goals, driving on time payments, and developing strategies to improve customer retention rates by identifying at risk accounts and implementing proactive measures to mitigate churn.
- Serve as Customer Leader, an integral model that identifies one source representing Infor to provide clarity for a customer on navigating Infor´s internal workings, collects a sentiment score to track the customers view of their partnership with Infor, operating as an advocate for customers within the organization and ensuring customer needs are met with challenges they encounter.
- Identify and generate opportunities for additional upsell or cross-sell of products or services to existing customers.
- Understand Infor's contracts to effectively discuss and negotiate renewal terms and pricing based on applying economic thinking, by emphasizing the analysis of costs and benefits associated with different choices.
Weighing the potential benefits of a decision against its costs to determine the most rational course of action.
Basic Qualifications:
- Communication skills to engage with customers and internal teams, including managing escalations and a variety of conversations.
- Experience working with customers to identify issues and develop solutions providing support and guidance.
- Experience working with customers to identify and address customer issues or concerns in a timely and efficient manner.
- Experience analyzing data and metrics to identify trends, patterns, and opportunities for improving customer success outcomes.
Preferred Qualifications:
- Software industry including ERP experience.
- Experience working in customer-facing roles, preferably in software sales, account management, or customer success.
Job Location: Montes Urales Norte 505, Col, Lomas de Chapultepec, 11000 Ciudad de México.
