Customer Experience Manager, Principal
hace 4 semanas
**General information**:
- Country
Spain- City
Barcelona- Department
Customer Relations- Job ID
34949**Description & Requirements**:
Helping to achieve Infor’s vision of**:We succeed only when our customers succeed**. Our CEM, Sr are a point of contact for Infor’s customers to achieve superior outcomes by leveraging our continuously evolving, differentiated solutions. Our products and services, combined with deep industry expertise, lead directly to better agility, deeper business insights, and holistic productivity improvements
**Relationship & Leadership** - The CEM, SR will build & develop multi-level customer relationships to foster partnerships with customers with all levels of the customer organization including C-Level to ensure successful usage and adoption of Infor solutions. They will provide strong leadership for the customer account team including mentoring of internal and external counterparts. They will seek customer reference by creating raving fans.
**Functional**:
- The CEM, SR will have an understanding of their customers industry and business processes, which may include a micro-vertical focus such as Healthcare, Distribution, Discrete & Process Manufacturing. They will provide creative solutions and variations to approach business and related use cases for their customers.
**Application** - The CEM, SR is the Chief Infor Adoption Officer for their respective customers. They help the customer optimize the utilization of their existing and available products, discussing features beyond core functionality and will ensure best practice adoption. The CEM, SR can execute this adoption through 1:1 interaction with the customer, helping the customer engage support and peer group information sharing with other customers. The CEM, SR can also facilitate expertise through Infor Consulting and Managed Services, Infor Education as well as the Infor Partner community.
**A Day in The Life Typically Includes**:
- Lead Infor customer account teams in order to understand and execute against customer's
- business goals and objectives.
- Seek customer sentiment and risks in achieving their stated business goals and develop a success
- plan for improvement.
- Support customer retention including the renewal process
- Lead the customer kickoff and welcome process
- Attend critical implementation stakeholder meetings
- Respond to customer support escalations
- Schedule regular meetings with customers to understand current issues
- Setup Quarterly Business and Annual Partnership Reviews to stay aligned and showing progress
- with customer and their business goals and outcomes
- Review regularly enablement and training plans with their customers
- Review customer usage data and create plans for customer adoption
**What You Will Need**:
- English and an additional language ideally Arabic or Spanish, Italian, Portuguese
- Experience working in a service within the software or high-tech industry
- Experience managing critical customer issues with senior management
- Experience as a Customer Success Manager or comparable role
- Successful experience in the following areas: account management, project management or implementation management
- Experience in the software industry with executive levels
- Industry knowledge and experience
- Proven effective Problem Solving and Agile methodologies to quickly identify issues and determine next steps
- Proven experience with data analytics and investigation of data for trends and story to drive customer adoption and utilization of product to achieve value realization for the customer
- Proven experience to create organic opportunities for growth and expansion of customer Footprint
- Proven ability to communicate ideas effectively to broad internal and external Executive levels in the organizations
- Proven strong negotiation and influencing skills
- Excellent written/verbal communication and presentation skills
- Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously
- Ability to respond quickly to changing demands and market conditions
- Commitment to teamwork and ability to operate in a matrix management environment
**What Will Put You Ahead?**
Preferred Qualifications:
- Knowledge of Infor Products and software lifecycle - Human Capital Management, Supply Chain Management or Finance are examples
- Small, Medium and Large ERP system implementation experience
- Expertise in business processes and activities in key Infor focused industries
- Advanced economic thinking
- Strategic level influencer
- Experience working with a Maintenance Sales, Premium Support, or Services organization to have a good working knowledge of maintenance and support
**Infor Values**:
We have a relentless commitment to a culture based on a business philosophy called Principle Based Management (PBM). Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and trans
-
Customer Experience Manager, Principal
hace 2 semanas
Barcelona, Barcelona, España Infor A tiempo completoGeneral information: Country Spain- City Barcelona- Department Customer Relations- Job ID34949Description & Requirements:Helping to achieve Infor's vision of:We succeed only when our customers succeed. Our CEM, Sr are a point of contact for Infor's customers to achieve superior outcomes by leveraging our continuously evolving, differentiated solutions. Our...
-
Customer Experience Manager
hace 3 semanas
Barcelona, España Boehringer Ingelheim A tiempo completo**Customer Experience Manager** **-** **236904** - En Boehringer Ingelheim desarrollamos terapias innovadoras para mejorar la salud de las personas y los animales. Como empresa familiar fundada en 1885, Boehringer Ingelheim tiene una perspectiva a largo plazo._ - Hoy somos 52.000 personas trabajando en todo el mundo, fomentando una cultura diversa,...
-
Customer Experience
hace 7 días
Barcelona, España Media Markt A tiempo completo.Tus tareas Como Customer Experience & Services Manager, brindarás una experiencia de cliente omnicanal consistente y excelente. Tus tareas incluyen:Analizar la satisfacción del cliente en la tienda, identificar los potenciales de esto y derivar planes de mejora y acción junto con el/la gerente de la tienda.Implementar la estrategia de servicio nacional...
-
Customer Experience Specialist
hace 7 días
Barcelona, España The Learning Experience #328 A tiempo completo.OverviewWELCOME TO SITASITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all...
-
Customer Experience Specialist
hace 7 días
Barcelona, España The Learning Experience #393 A tiempo completo.OverviewWELCOME TO SITASITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all...
-
Customer Experience Expert
hace 7 días
Barcelona, España The Learning Experience #393 A tiempo completo.OverviewWELCOME TO SITASITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all...
-
Customer Experience Manager
hace 4 semanas
Barcelona, España Rover A tiempo completo**Who we are**: - Want to make an impact? Join our pack and come work (and play!) with us. We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods...
-
Customer Experience
hace 7 días
Barcelona, España Media Markt A tiempo completoTus tareasComo Customer Experience & Services Manager , brindarás una experiencia de cliente omnicanal consistente y excelente. Tus tareas incluyen:Analizar la satisfacción del cliente en la tienda, identificar los potenciales de esto y derivar planes de mejora y acción junto con el/la gerente de la tienda.Implementar la estrategia de servicio nacional...
-
Customer Experience Manager
hace 2 semanas
Barcelona, Barcelona, España Rover A tiempo completoWho we are: Want to make an impact? Join our pack and come work (and play) with us.We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US,...
-
Customer Experience Project Manager
hace 2 semanas
Barcelona, Barcelona, España Miravia A tiempo completoMiravia is looking for a Customer Experience Project Manager:About Miravia: Miravia is a cutting-edge e-commerce platform connecting buyers and sellers seamlessly. We pride ourselves on offering a diverse and dynamic shopping experience by bringing on board innovative brands across various categories. Located in Madrid, we work with teams from all over the...
-
Customer Journey
hace 3 semanas
Barcelona, España Hewlett Packard A tiempo completoWe're looking for a highly skilled, motivated, and experienced professional to join our HP Industrial Printing organization as the Customer Journey & Experience Manager. In this crucial role, you'll be responsible for developing and implementing robust processes, KPIs, quality improvements, and change management programs related to the Total Customer...
-
Customer Experience
hace 7 días
Barcelona, España Media Markt España A tiempo completoTus tareas Como Customer Experience & Services Manager , brindarás una experiencia de cliente omnicanal consistente y excelente. Tus tareas incluyen: Analizar la satisfacción del cliente en la tienda, identificar los potenciales de esto y derivar planes de mejora y acción junto con el/la gerente de la tienda. Implementar la estrategia de servicio nacional...
-
Customer Experience Project Manager
hace 2 meses
Barcelona, España Spring Professional A tiempo completoCaixaBank Payments & Consumer, la filial del Grupo CaixaBank especializada en desarrollar soluciones para ofrecer la mejor experiencia de pago y facilitar la financiación de las ilusiones y proyectos de los clientes, dónde y cuándo quieran, de forma sencilla, ágil y responsable, a través de canales propios y acuerdos con grandes distribuidores...
-
Customer Experience Project Manager
hace 4 semanas
Barcelona, España Spring Professional A tiempo completoCaixaBank Payments & Consumer, la filial del Grupo CaixaBank especializada en desarrollar soluciones para ofrecer la mejor experiencia de pago y facilitar la financiación de las ilusiones y proyectos de los clientes, dónde y cuándo quieran, de forma sencilla, ágil y responsable, a través de canales propios y acuerdos con grandes distribuidores...
-
Customer Experience Project Manager
hace 2 semanas
Barcelona, Barcelona, España Spring Professional A tiempo completoCaixaBank Payments & Consumer, la filial del Grupo CaixaBank especializada en desarrollar soluciones para ofrecer la mejor experiencia de pago y facilitar la financiación de las ilusiones y proyectos de los clientes, dónde y cuándo quieran, de forma sencilla, ágil y responsable, a través de canales propios y acuerdos con grandes distribuidores...
-
Experience Hub Manager
hace 7 días
Barcelona, España Gemma Llobet A tiempo completoOur client is a global leader in providing premium fitness solutions aimed at encouraging healthier lifestyles through exercise. The Experience Hubs are designed with the focus on being the benchmark for innovation in the world of fitness, with a space designed by and for the future of fitness, technology, digital connectivity and the co-creation of fitness...
-
Experience Hub Manager
hace 7 días
Barcelona, España Gemma Llobet A tiempo completoOur client is a global leader in providing premium fitness solutions aimed at encouraging healthier lifestyles through exercise. The Experience Hubs are designed with the focus on being the benchmark for innovation in the world of fitness, with a space designed by and for the future of fitness, technology, digital connectivity and the co-creation of fitness...
-
Experience Hub Manager
hace 2 días
Barcelona, España Gemma Llobet A tiempo completoOur client is a global leader in providing premium fitness solutions aimed at encouraging healthier lifestyles through exercise. The Experience Hubs are designed with the focus on being the benchmark for innovation in the world of fitness, with a space designed by and for the future of fitness, technology, digital connectivity and the co-creation of fitness...
-
Barcelona, España Schneider Electric Norge As A tiempo completoCompany context In the fast-evolving landscape of technology, mobile usage has witnessed remarkable growth in recent years. At Schneider Electric, we recognize the significance of this trend and are determined to bolster our capabilities in the mobile domain. In 2023, our customers (Electricians, Panel Builders, Electrical equipement's distributors…) are...
-
Customer Experience
hace 2 semanas
Barcelona, Barcelona, España MEDIA MARKT A tiempo completoTus tareasComo Customer Experience & Services Manager , brindarás una experiencia de cliente omnicanal consistente y excelente. Tus tareas incluyen:Analizar la satisfacción del cliente en la tienda, identificar los potenciales de esto y derivar planes de mejora y acción junto con el/la gerente de la tienda.Implementar la estrategia de servicio nacional...
