Infor
The Customer Success Program Manager drives the execution, tracking, and reporting of strategic Customer Success initiatives across Cloud, ST, and On-Prem customers, product success programs, and broader industry engagement events. This role ensures visibility, alignment, and progress toward goals while enabling data-driven decision-making through reporting, dashboards, and structured program governance.
A Day in The Life Typically Includes:
Program Tracking & Reporting
Track and update the status of initiatives for Customer Success.
Maintain and manage Lawson V10 Customer Trackers to monitor sentiment improvement and quarterly successes for leadership visibility.
Oversee progress on Single-Tenant (ST) Customer Migrations, ensuring CS reporting is accurate and timely, working in conjunction with CloudOps program management.
Track and report on CSD customer and product success programs, consolidating updates for leadership and stakeholders.
Event & Initiative Coordination
Support Infor Services Industry Connect by tracking logistics and ensuring customer engagement.
Organize Process Advisory Board sessions, including agenda creation, participant coordination, and follow-up action tracking.
Data & Insights
Create ad hoc spreadsheet analyses to support decision-making and identify trends, gaps, or opportunities.
Build and maintain Power BI dashboards that visualize progress, adoption metrics, and program impact.
Knowledge Management
Update and maintain SharePoint sites to ensure accurate, accessible, and up-to-date resources for internal teams and customers.
Create new SharePoint pages to support emerging programs, initiatives, or customer engagement needs.
Basic Qualifications:
Program & Project Management skills with the ability to manage multiple workstreams, deadlines, and stakeholders.
Customer Success Orientation: Strong understanding of customer engagement.
Proficiency in Excel, Power BI, and SharePoint administration.
Experience building and sustaining strong working relationships at the executive level.
Experience organizing and facilitating both in-person and virtual sessions.
Infor operations experience.
Preferred Qualifications:
Leading process improvement initiatives with creative and innovative models.
Customer-focused with success in influencing others to achieve results in a matrix environment.
Experience in related industry business operations with similar challenges and trends.
About Infor
Infor is a global leader in industry-specific business cloud software products. We build complete industry suites in the cloud and deploy technology that prioritizes the user experience, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve digital transformation.
At Infor, we are committed to a culture founded on Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, and self-actualization. We value diversity to reflect our markets, customers, partners, and communities now and in the future.
We foster a culture based on PBM that encourages innovation, improvement, and transformation, creating long-term value for clients, supporters, and fulfilling our employees.
Infor is an Equal Opportunity Employer. We are dedicated to creating a diverse and inclusive workplace. We do not discriminate based on sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status. If you need accommodations during the application or selection process, please follow the instructions on our careers webpage.
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