Director, Customer Success

Infor Inc.; Singapore; On-site; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a passionate Director of Customer Success to lead and inspire a team across the Asia Pacific region. This pivotal role involves forging strong alliances with local leadership, driving business outcomes, and implementing innovative service models tailored to the region. You will champion change management initiatives while managing complex Customer Success Programs and nurturing lasting relationships with customers. If you thrive in a dynamic environment and are committed to enhancing customer satisfaction, this opportunity is perfect for you.

Qualifications

• Proven track record in leading process improvement initiatives.
• Strong mentoring and coaching skills with a focus on customer success.

Responsibilities

• Forge alliances with leadership to drive business outcomes.
• Lead a dynamic team to foster collaboration and high performance.

Skills

Strategic Thinking

Problem-Solving

Sales Experience

Change Management

Interpersonal Skills

Stakeholder Management

Mentoring

Job description

Infor’s customer success mission is to maximize value for both the customer and Infor, ensuring that customer strategic objectives and business outcomes are achieved.

The Director, Customer Success for the Asia Pacific, including Australia/New Zealand, plays a crucial role in aligning with local leadership and leading a team of Customer Success Executives (CSEs) and Customer Success Managers (CSMs) through strategic and hands-on approaches.

What you will be doing:

1. Forge strong alliances with local and cross-functional leadership to ensure strategic alignment and drive business outcomes, including expanding the customer base and boosting revenue.
2. Inspire and lead by setting a visionary strategy, establishing priorities, and deploying innovative service models and customer journeys tailored to the Asia Pacific region.
3. Champion change management initiatives, effectively communicating and implementing global best practices across functions and within the Customer Success organization.
4. Manage complex, high-impact Customer Success Programs, pilots, and relationships, focusing on strategy, stakeholder management, communication, and KPIs.
5. Lead and empower a dynamic team of CSEs and CSMs, fostering a culture of collaboration and high performance.
6. Build and nurture lasting relationships with customers to ensure their ongoing success and satisfaction.
7. Proactively resolve escalated customer issues, providing guidance and collaborating with Managed Services and Customer Retention Services teams.
8. Maintain records of customer interactions, success metrics, and departmental performance; generate reports for management.
9. Represent the Customer Success function in forums such as All-Hands Calls, Senior Leadership Meetings, and offsite meetings, with potential international travel.

Knowledge, Skills & Abilities:

• Strong strategic thinking and problem-solving skills, with experience in sales roles preferred.
• Proven track record in leading process improvement initiatives with innovative models.
• Excellent communication and interpersonal skills, including CxO interactions.
• Expertise in business transformation and change management.
• Experience managing an evolving SaaS Customer Success team and achieving KPIs.
• Strong mentoring, coaching, and people management skills.
• Customer-focused with success in influencing results in a matrix environment.
• Stakeholder management experience across Asia Pacific, Australia, and New Zealand, covering industries like Food & Beverage, Public Sector, and Manufacturing.

About Infor

Infor is a global leader in industry-specific business cloud software, serving over 60,000 organizations worldwide. We focus on user experience, data science, and seamless system integration to help clients navigate market disruptions and achieve digital transformation.

Our culture is 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 and are committed to an inclusive work environment.

We are an Equal Opportunity Employer and do not discriminate based on sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected class. For accommodations during the application process, please follow the instructions on our careers webpage.

We value your privacy; our policy is available for review here.