Customer Retention Manager

About the position Infor is hiring a Customer Retention Manager to lead the Customer Retention Services (CRS) team to triage and resolve SaaS customer escalations, improve satisfaction, reduce attrition, and retain revenue through escalation management and customer success initiatives About Infor Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next. Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. For more information visit www.infor.com Our Values At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section. Fraud Awareness We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our guidelines and protect yourself from recruitment scams. Fraud Privacy Policy We value your privacy at Infor. You may access our privacy policy here. This employer uses E-Verify. Please visit this website for additional information. E-Verify Illinois: Click here, aquí, or tu.

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.

Requirements

• Experience in a service or support role within software or high-tech industry.
• Customer service experience.
• Experience working in a cloud environment.
• Ability to build rapport with C-suite customer executives.
• Project planning, organizational, and systems integration skills.

Nice-to-haves

• Familiarity with SaaS customer success and escalation management processes.
• Experience in multi-time zone collaboration and matrix management environments.
• Combination of leadership development, business analysis, or solution architecture skills.
• Degree in Computer Science or relevant Professional Services experience.

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