Customer Success Executive Principal - Nordic markets

Description

As a Customer Success Executive, Principal at Infor, you are the strategic leader responsible for ensuring customer success by proactively driving measurable value, business outcomes, and strategic objectives. This role requires managing and growing customer relationships across both business and IT stakeholders, fostering multi-threaded engagement at the champion level.

You will be accountable for achieving key metrics such as SaaS renewal rate (% of dollars renewed), book of business expansion, and multi-year contracts, in alignment with customer and revenue goals, in collaboration with Strategic Renewal Managers and Account Executives.

A Typical Day in the Life Includes:

Driving Outcomes & Value:

Engage as a trusted advisor to both business and IT leaders, aligning Infor's solutions with the customer's strategic objectives.

Develop and execute joint success plans with customers that include clearly defined milestones and measurable outcomes.

Actively identify and deliver business value through product adoption and optimization, ensuring that customers maximize ROI.

Strategic Relationship Management:

Build and maintain multi-threaded relationships across key customer stakeholders, focusing on champion-level engagement to ensure alignment and engagement at all levels.

Proactively drive executive engagement to ensure alignment on strategic objectives and account health.

Serve as the customer's advocate within Infor, escalating and resolving risks as necessary.

Renewals and Expansion

Be accountable for achieving % of dollars renewed within your book of business and driving expansion opportunities.

Partner with Strategic Renewal Managers and Account Executives to orchestrate strategic renewal events that focus on value realisation rather than transactional negotiations.

Leverage product adoption data to influence renewal discussions and highlight customer success.

KPI Management

Monitor and manage KPIs such as renewal predictors, customer health scores, adoption metrics, and forecasting accuracy to uncover risks and opportunities.

Use data-driven insights and predictive analytics to proactively manage churn risk and drive revenue growth.

Basic Qualifications:

A strong experience in customer success, strategic account management, or renewal leadership roles.

Proven success in influencing senior business and IT executives and managing high-value, complex renewals.

Demonstrated ability to manage KPIs and deliver revenue retention and account expansion.

Strong collaboration, strategic thinking, and communication skills.

Fluency in a Nordic language, such as Swedish, Finnish, or Norwegian, excellent English communication skills.

About Infor

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

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

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

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.

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.

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