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Job Description
Subscription Services Manager
Department: Customer Support
Employment Type: Full Time
Location: Barcelona
Description
Infor is seeking a Subscription Services Manager to oversee the management and delivery of subscription-based services to customers. This role will focus on ensuring the efficient and effective delivery of subscription products, managing customer relationships, and optimizing service offerings to meet customer needs and business goals.
A Typical Day in the Life Includes:
- Manage and optimize the end-to-end subscription service delivery process ensuring alignment with customer needs and business objectives.
- Collaborate with sales, customer success, and technical teams to ensure seamless onboarding and ongoing customer support.
- Monitor subscription performance, track key metrics, and manage service-level agreements (SLAs) to ensure customer satisfaction.
- Oversee subscription renewals, upsell opportunities, and ensure customers are maximizing the value of their subscriptions.
- Develop and implement strategies for improving subscription service delivery, performance, and customer engagement.
- Prepare and present reports on subscription performance, trends, and customer feedback to senior management.
- Identify and resolve issues or escalations related to service delivery, ensuring swift resolution and customer satisfaction
Basic Qualifications:
- Experience in managing subscription-based services or recurring revenue models.
- Experience with subscription management platforms and customer service tools.
- Experience working with cross-functional teams to deliver customer-focused solutions.
- Experience utilizing service-level agreements (SLAs) and performance metrics.
- Experience analyzing data and generating reports to track subscription performance and customer satisfaction.
Preferred Qualifications:
- Experience with customer success management and driving retention strategies for subscription services.
- Experience with cloud-based subscription platforms such as SaaS.
- Experience with contract management, renewals, and upsell strategies for subscription services.
- Experience managing customer relationships and lead initiatives to improve service delivery and performance.
- Native Dutch speaker