Customer Success Executive, Senior

Infor-posted 4 months ago
Full-time • Mid Level
Remote • Dallas, TX
Publishing Industries
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The Customer Success Program Manager drives the execution, tracking, and reporting of strategic Customer Success initiatives across Cloud, ST and On-Prem customers, product success programs, and broader industry engagement events. This role ensures visibility, alignment, and progress toward goals while enabling data-driven decision-making through reporting, dashboards, and structured program governance.

  • Track and update the status of initiatives for Customer Success
  • Maintain and manage Lawson V10 Customer Trackers to monitor sentiment improvement and quarterly successes for leadership visibility
  • Oversee progress on Single-Tenant (ST) Customer Migrations making sure that the CS reporting is accurate and timely working in conjunction with CloudOps program management
  • Track and report on CSD customer and product success programs, consolidating updates for leadership and stakeholders.
  • Support Infor Services Industry Connect by tracking logistics and ensuring customer engagement.
  • Organize Process Advisory Board sessions, including agenda creation, participant coordination, and follow-up action tracking.
  • Create ad hoc spreadsheet analyses to support decision-making and identify trends, gaps, or opportunities.
  • Build and maintain Power BI dashboards that visualize progress, adoption metrics, and program impact.
  • Update and maintain Point sites to ensure accurate, accessible, and up-to-date resources for both internal teams and customers.
  • Create new Point pages to support emerging programs, initiatives, or customer engagement needs.
  • Program & Project Management with the ability to manage multiple workstreams, deadlines, and stakeholders.
  • Strong understanding of customer engagement.
  • Proficiency in Excel, Power BI, and Point administration.
  • Experience building and sustaining strong working relationships at the executive level.
  • Experience organizing and facilitating both in-person and virtual sessions.
  • Infor operations experience.
  • Leading process improvement initiatives with creative and innovative models.
  • Customer-focused and demonstrated success to influence others to achieve results in matrix environment.
  • Experience in related industry business operations with similar challenges and trends.
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