Infor Global Solutions

Job Posting

Infor delivers fully integrated enterprise solutions for a wide range of industries, as well as best-in-class, stand-alone products that address the essential challenges its customers face in areas such as enterprise resource planning, supply chain planning and execution, customer and supplier relationship management, asset management, product lifecycle management, financial and performance management, and business intelligence. With over 8,000 employees and offices in over 100 countries, Infor provides enterprise solutions to more than 70,000 customers. For additional information, visit

POSITION: Customer Advocate

Recruiting Number:

Location:Shanghai-China, or Hong Kong, or Singapore

Travel:N/A

Posting Date:Apr, 2008

SUMMARY: The Customer Advocate will be responsible for building the relationship with the Critical customers and defining and implementing action plans to resolve the cause of the escalation. They will be responsible for managing the customer escalation through to successful completion and user satisfaction.

RESPONSIBILITIES:

In addition to the duties and responsibilities outlined below, the individual filling the role will be required to perform other duties assigned by the team lead or manager on an ad-hoc basis.

  • Act as customer’s advocate within the Infor organization and develop a relationship with the customer to “trusted advisor” status as well as developing lines of communication with the Customer at executive level.
  • Represent the interests and views of the customer in all Infor PSO, R&D and Support meetings and represent Infor in all meetings with the customer.
  • Work with the relevant levels of Management and relevant Development, PSO and Support departments, as well as third party solution providers, to define and implement resolution plans and in doing so ensure continuity, consistency and commitment for the customer.
  • Co-ordinate the resolution of critical customer issues across all departments and escalate internally as required and ensure they are followed through to a successful conclusion
  • Chair the steering committees, both internally and externally.
  • During a high severity crisis situation, direct the troubleshooting activities to gather specifics on the impact and nature of the situation provide on-going updates to internal teams on the progress to resolution.
  • Ensure proper priority is given to the various parts of the resolution depending upon customer need or circumstances.
  • Be responsible for coordinating incident reviews and post mortems, communicate resulting action and provide constructive feedback to management team for process improvement.
  • Work with customers at a strategic level, addressing strategic issues, and develop roadmaps and engagements to agree win-win scenarios
  • Co-ordinate close liaison with all internal departments to deliver the highest standard of service to the customer and to deliver a seamless representation of Infor to the customer.
  • Provide access to expert sources of market and solution information to customers, make visible to Infor Product Management opportunities for joint product enhancements.
  • Develop, implement and manage effective processes to streamline the Customer Advocate process.
  • Report status of Critical Accounts to executive management and issue owners, using established reporting standards and frequency guidelines.
  • Work as part of a Global team; be able to provide backup and expertise to other members of the team. Assume ownership of 6 - 10 Critical Accounts.
  • Daily contact with customers
  • Daily contact with own team members and other internal departments as required.
  • Regular contact with R&D support and Professional Services staff.

Required Skills:

  • Experience of providing high quality IT services to customers with direct client contact.
  • Experience of working in a commercial environment
  • Understanding of the business software sales process
  • Excellent oral and written communication skills(including English, Cantonese and Mandarin)
  • Ability to work unsupervised in a proactive manner using initiative to resolve problems.
  • Possessing self-confidence and excellent interpersonal skills
  • Ability to adapt communication style and methods in response to varying individuals and diverse situations
  • Tackling conflict situations assertively and encouraging those involved to work together to reach solutions.

Customer Focus

  • Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.

Interacting with People

  • Establishing relationships and maintaining contacts with people from a wide variety of backgrounds.

Influence and Persuasion

  • Influencing and persuading others to take a specific course of action when there is no direct line of command or control

Behavioral Skills

  • Conceptual thinking.
  • Customer focused with a good service mentality.
  • Information Acquisition – identify gaps and have ability to remedy them.
  • Flexibility – take account of changed circumstances, modify understanding of problem, and react accordingly.
  • Organisational awareness.
  • Cross-Functional and Inter-Disciplinary Awareness – understanding the needs, objectives and constraints of those in other disciplines and functions

CONTACT INFORMATION:

To apply, please send your resume and salary requirements to . Infor Global Solutions offers a competitive compensation and benefits package. Principals only please. Infor respects and embraces diversity in our workforce.

INTERNAL CANDIDATES ELIGIBILITY TO APPLY:

Internal candidates must meet the above qualifications and be an employee in good standing. Internal candidates must notify their manager prior to submitting their resume. Consideration and/or interviews will be based on the above criteria.

August 2007 LA_rev.