The Subscription Services Manager (SSM) is a key individual contributor on a high performing team that consistently delivers market leading renewal rates and retention. The SSM manages a diverse territory of clients and partners with a focus on maintaining and growing renewal revenue and establishing partner/client relationships with a particular focus on retaining customers and identifying opportunities for upsell/cross-sell.
The SSM must be skilled in communicating the Infor Subscription Services value proposition, managing challenging negotiations, writing proposals, and completing renewals and closing sales of add-on/upgraded support services programs. Each SSM will be contributing to a revenue quota as well as specific targets for renewal rates within their assigned territory. SSMs will also work as a team with license sales personnel on new subscription services agreement proposals for customers. The assigned territory may have direct customers and/or Channel Partner accounts assigned.
The SSM operates under minimal supervision and typically reports to Manager, ISS.
Essential Duties and Responsibilities
Protect and grow subscription services revenue stream and proactively manage assigned accounts.
• Enforce company policies for uplifts and deliver the Infor ‘Value for Subscription Services’ message.
• Manage complex negotiations when confronted with challenges on uplifts or requested discount from own customers/partners; escalate on a timely basis following company policies and the approval matrix for all exceptions.
• Drive maintenance renewal activities following defined processes and systems, ensuring timely and accurate ISS renewals are in place for all open agreements. Be proactive in suggesting improvements to such processes.
• Manage a revenue quota and participate in frequent forecast reviews of assigned territory.
• Work closely with customers or Channel Partner to ensure that all renewals are paid to Infor on or before due date.
• Drive effective revenue generation strategies, tactics and processes for the assigned territory.
Identify and pursue upselling or opportunities to grow ISS revenues from the customer/partners assigned.
• Follow up on and create opportunities for customer win-backs
• Develop and drive upgrade and upsell leads within customer base.
• Identify opportunities and negotiate and upsell the enhanced Support offerings (Premium, Elite) with minimal assistance.
Manage the relationships with the customers/partners assigned to them with regard to their contracts for maintenance and support, ensuring good communications and high customer retention.
• Build relationships with those influencers and decision makers regarding ISS renewals within each of their customers. Typically these contacts will be in the IT, Finance, Sales, Procurement and Operations. This may require visits to customers or partners as discussed and agreed with the Manager, ISS.
• Maintain good industry and business knowledge and have an excellent level of product knowledge as is relevant for their assigned customers/partners.
• Serve as liaison between customers/partners and appropriate company departments to resolve escalated questions and issues and to maximize customer satisfaction in relation to renewals.
• Effectively communicate company messages, value propositions, etc. verbally and in writing.
• Work closely with Channel Partner Managers where appropriate to protect and grow the ISS revenue stream.
• Enhance customer outreach in a manner which ensures customer retention and high $/$ renewal rates as measured by quarterly renewal rates.
• Engage with clients to drive engagement and value
• Maximize impact of cross-functional resources & personally intervene when appropriate
• Partner with broader account team (sales, alliances PS, CS, executives) to provide seamless customer interaction
• Partner with reps to ensure appropriate interaction and strategy for key accounts within territory
Work closely with the Renewal Operations team and Customer Care to maintain accurate customer records.
• Facilitate the speed and accuracy of maintenance renewals by carefully researching and confirming fee calculations of the upcoming ISS renewals for assigned customers.
• Perform the tracking and reporting of customer renewal and retention data as instructed.
• Consistently accomplish all assigned work in a timely, accurate and quality manner and strive for effective internal and external communications.
• Become an expert in the required Infor systems required to complete the renewal, track progress, forecast and report results.
• Demonstrate an effective ability to provide leadership within a team; provide on-going training and guidance to new hires and less experienced SSMs.
• Drive team efforts to maintain accurate and relevant documentation for training and participate in the maintenance of updating materials to support team processes and policies.
Job Requirements
• 3-5 years experience as an Account Manager or equivalent customer facing role.
• 3-5 years sales and negotiation skills; strong objection handling skills.
• 3-5 years good knowledge of the software industry and typical product deployment
• Experience working with Partners as part of the sales, support and service delivery chains
• Must be motivated, goal oriented with the proven ability to work independently and maintain a high level of collaboration across geographically diverse teams.
• Ability to organize, prioritize, complete activities and meet deadlines.
• Requires ability to withstand frequent pressures as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
• Requires the ability to understand the sales aspects of customer relationships such that the net result of work done is a customer who is willing to buy.
• Possesses a high degree of honesty, integrity and ability to maintain confidentiality
• Requires the ability to acquire a good knowledge of our products and be able to communicate the value they provide.
• Oral and written communication skills with the ability to credibly present recommendations to senior levels in the organization; proven ability to adapt communication style to fit geographically diverse styles.
• Must be fluent in German and in English. Polish or Russian would be an plus
• Advanced Microsoft skills including Word, Excel, PowerPoint, Outlook
• Experience of working with and understanding contracts
• Professional image and interpersonal skills
• Organizational and follow up skills, problem solving and analytical skills
• Excellent decision making ability and negotiation skills
Key Competencies for Successful Candidates
• Driven to action
• Ability to engage executives (internal and external)
• Conflict management skills
• Capacity for creative and innovative thinking and analysis
• Sales and solutions focused
• Proactive and responsive
• Forward thinking
