Customer Retention Manager

About the role

The Escalation Manager will be responsible for owning end-to-end resolution of critical customer situations, leading cross-functional teams, and maintaining focus until the customer is back on track. This role is trusted to cut through complexity, mobilize the right people at every level, and drive outcomes with urgency and clarity.

Responsibilities

• Escalation leadership & resolution: Qualify incoming escalations, set direction, lead the resolution team, and serve as the final decision-maker (in alignment with key stakeholders).
• Resolution planning & execution: Build and manage structured resolution plans with defined owners, deadlines, and prioritized actions.
• Stakeholder communication: Own all communication throughout the escalation lifecycle—synthesizing complexity into clear, timely updates for executive stakeholders, customers, and internal teams alike, and prepare executive summaries for senior leadership.
• Resource mobilization: Identify and deploy the right Subject Matter Experts (SMEs) and leaders across Product, Development, Sales, and Services—navigating a global matrix with influence and speed to secure the resources needed.
• Quality & global operations: Uphold escalation reporting standards, contribute to global EM coverage across time zones, and conduct root-cause analysis and lessons-learned to surface insights that drive systemic improvement across the organization.

Requirements

• Prior experience in a customer-facing service, support, technical account management or escalation management role within enterprise SaaS / software, with an understanding of enterprise software delivery, support operations, and customer lifecycle management.
• Ability to lead cross-functional teams through high-pressure, time-critical resolution scenarios with measurable outcomes.
• Ability to structure and drive resolution efforts within specific timelines.
• Ability to de-escalate situations, manage resource conflicts, and influence without authority across a global matrix.

Qualifications

• Prior experience spanning enterprise SaaS support, escalation or problem management, and customer success.
• Familiarity with or experience using Infor products or comparable enterprise ERP platforms from other vendors.
• Healthcare industry experience—understanding the operational, regulatory, and patient-care dynamics that shape enterprise technology requirements and escalation stakes in this sector.
• A background in escalation management and problem management, tracking metrics such as escalation volume, CSAT, and RCA trends.
• Technical Project Management experience—PMP or equivalent certification a plus, particularly in SaaS implementation or managed services environments.

Skills

• Strong leadership and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work effectively in a global matrix environment.
• Experience with enterprise SaaS products and support operations.
• Knowledge of healthcare industry dynamics and regulatory requirements.

Benefits

At Infor, you'll find a supportive and collaborative workplace where your contributions are valued. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth and development.

Pay

Compensation is competitive and commensurate with experience. Details will be provided upon interview.

Schedule

The role is full-time and requires 100% availability to cover 24/7 shifts. Specific schedule details will be discussed during the interview process.

Contact

To apply, please visit our careers page at www.infor.com/careers. No phone calls please.