Customer Retention Manager

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

A Day In the Life Typically Looks Like:

• 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.

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

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.

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