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Job Description
Customer Success Executive, Senior
Department: SaaS
Employment Type: Full Time
Location: Tokyo
Description
As a Senior Customer Success Executive at Infor, you will be the strategic advisor and advocate for our key enterprise customers. You will drive value realization, adoption, and long-term satisfaction by deeply understanding their business goals, aligning our cloud-based solutions to those needs, and creating seamless experiences across the customer lifecycle. This is a high-impact, customer-facing role for someone who thrives on delivering outcomes over outputs.
A Typical Day in the Life Includes:
- Build and maintain strong, long-term executive relationships with key stakeholders across your customer portfolio. Act as a trusted advisor to guide their digital transformation journey.
- Own and drive strategic revenue management across assigned accounts, ensure customers are realizing business value from Infor solutions through regular success reviews, health checks, and tailored success plans.
- Champion solution adoption by identifying growth opportunities, sharing best practices, and coordinating enablement efforts across teams.
- Collaborate with Sales, Product Management, Support, and Professional Services to remove roadblocks, surface insights, and drive continuous improvement.
- Proactively identify account risks and create strategic plans to resolve challenges and strengthen the customer relationship.
- Be the voice of the customer internally, helping to influence product roadmap, support initiatives, and overall service delivery.
Basic Qualifications:
- Experience in Customer Success, Account Management, or Solution Consulting in SaaS or enterprise software environments.
- Experience of cloud-based software and enterprise IT landscapes.
- Experience of managing complex, multi-stakeholder relationships in a consultative capacity.
- Experience linking technology solutions to tangible business outcomes.
- Experience with CRM tools (Salesforce preferred), customer success platforms, and data analysis tools.
Preferred Qualifications:
- Experience within industries such as manufacturing, healthcare, or distribution (aligned with Infor’s verticals).
- Experience of ERP, EAM, SCM, HCM, or financial management solutions.
- PMP or CSM certification is a plus.