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Director of Customer Experience Lifecycle

Company: Infor Inc

Location: US - West Virginia - Location

Category:

Posted: June 30, 2024

Director of Customer Experience Lifecycle - 14317 Country
United States
City
Remote Location
Job ID
40370
Department
SaaS
Experience Level
DIRECTOR
Employment Status
FULL_TIME
Workplace Type
Remote
The Customer Experience Lifecycle Director plays a critical role in expanding our customer experience (CX) programs across various platforms and touchpoints.
This individual is responsible for creating, implementing, and managing user engagement and adoption journeys, at scale.
These programs span multiple channels including in-product experiences, email campaigns, webinars, and community engagement to ensure a seamless and personalized customer experience & adoption journeys.
A Day in The Life Typically Includes:

Working in collaboration with the CX Design, Architecture, and Ops team to cultivate a deep understanding of the customer lifecycle, pinpointing critical touchpoints for customer engagement & adoption.
Design and deploy scalable customer engagement programs through various channels such as in-product messaging, email series, educational webinars, active community forums, and internal 1:
M tools.
Personalize customer interactions at scale, leveraging data-driven insights to tailor engagement strategies to different customer segments and needs.
Coordinate with cross-functional teams to ensure consistency and integration of CX strategies across channels, enhancing overall effectiveness, customer engagement & adoption.
Monitor and measure the impact of engagement and adoption programs, optimizing strategies based on customer feedback and behavioral analytics.
Drive continuous innovation in customer experience programs, keeping pace with emerging trends and technologies in user engagement.
Develop comprehensive reporting frameworks to track program success and areas for improvement, presenting findings to stakeholders and guiding strategic decisions.
Basic Requirements:
Experience in managing large-scale customer engagement and adoption programs across multiple channels.
Experience in post-sale role within a SaaS organization.
Experience in the customer journey and lifecycle with the ability to identify and enhance touchpoints for customer engagement.
Experience with digital marketing tools, analytics platforms, and customer relationship management systems.
Preferred Qualifications:
Project management skills, with the ability to lead initiatives that require cross-functional collaboration.
Data-driven experience with a commitment to utilizing insights for continuous improvement of customer experiences.
Experience in building relationships and influencing decisions across various levels of the organization.
About Infor 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.
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.
Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
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 at the bottom of the infor.com/about/careers webpage.
At Infor we value your privacy that's why we created a policy that you can read here .
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