VP Customer Value

A Typical Day in the Life Includes:

• Lead Infor’s Customer Value Journey, creating a unified approach that helps every customer see the value available to them, act on the right opportunities, and achieve measurable outcomes through Infor solutions, services, and AI.
• Mobilize cross-functional business and capability owners around shared priorities and outcomes, resolving tradeoffs, removing barriers, and holding leaders accountable for execution.
• Define and prioritize value plays that help customers get more from current solutions, adopt available capabilities, and use new innovations to achieve better outcomes; determine whom each play serves, how it is delivered, and how success is measured.
• Guide the development of customer value intelligence, AI, and automation that turn customer, product, usage, lifecycle, and commercial signals into relevant recommendations and actions for internal teams and customers.
• Shape the experience delivered through the Customer Value Journey so insights are clear, actions are practical, and progress toward customer outcomes is visible.
• Establish shared measures and executive visibility into adoption, customer outcomes, and value realization, and connect those results to retention, expansion, and growth for Infor.
• Use customer feedback and performance data to improve, scale, redesign, or stop value plays based on evidence.
• Assess where capabilities should improve the core customer experience, strengthen internal execution, support paid offerings or services, or drive broader business results.

Basic Qualifications:

• Be an experienced leader in enterprise software, SaaS, customer success, customer value, product strategy, digital transformation, offering strategy, or a related field.
• Experience leading an enterprise customer journey or cross-functional customer transformation with measurable customer and business outcomes.
• Experience setting enterprise strategy and mobilizing distributed business and capability owners around shared priorities and outcomes.
• Experience defining customer value, adoption, or lifecycle plays and measuring their impact on customer outcomes, retention, or growth.
• Experience using customer and product intelligence, AI, or automation to help teams and customers make decisions and take action.
• Be an experienced strategist - including business cases, investment priorities, retention, expansion, packaging, profitability, and cost-to-serve tradeoffs.
• Experience leading through influence and communicate clearly with executives, customers, and cross-functional teams.

Preferred Qualifications:

• Familiarity with ERP, industry CloudSuites, customer telemetry, adoption intelligence, configuration insights, process mining, AI-enabled recommendations, value engineering, or value realization.
• Experience with digital experiences that use shared intelligence to support internal teams and customers.
• Experience creating or monetizing value-added services, premium experiences, recurring optimization offerings, outcome-based programs, or AI-enabled customer capabilities.
• Experience using customer research, field feedback, benchmarks, and performance analytics to improve customer and commercial outcomes.
• Experience leading global change, enablement, or operating-model transformation across digital and human-led customer journeys.