Apply on Employer Site

Infor · 1 day ago

Customer Retention Manager

Dallas, GA

Full-time

Onsite

Mid Level

Infor is a global leader in business cloud software products, and they are seeking a Customer Retention Manager to lead the Customer Retention Services team. The role involves managing customer escalations, improving satisfaction, and reducing attrition through effective escalation management and customer success initiatives.

Information and Communications Technology (ICT)Information ServicesManufacturingSoftware

Work & Life Balance

Responsibilities

Triage and assess all incoming customer escalations for size and severity

Match escalations to the appropriate resolution teams and coordinate resources

Communicate with C-level executives and manage highly escalated customer situations

Drive short-term escalation resolution projects with defined scope and timelines

Lead cross-functional teams to resolve critical escalations and provide regular progress updates

Perform root cause analysis (RCA) and document lessons learned for continuous improvement

Review health metrics to proactively identify and resolve customer issues before renewal

Qualification

Customer service experienceCloud environment experienceSaaS customer successProject planning skillsSystems integration skillsOrganizational skillsLeadership developmentBusiness analysisSolution architectureMulti-time zone collaborationMatrix managementBuilding rapport with C-suite