Customer Retention Manager

Customer Retention Manager

Department: SaaS

Employment Type: Full Time

Location: Atlanta

Infor is looking for an Escalation Manager to join our Atlanta, GA or Dallas, TX office. When critical customer situations occur, the Escalation Manager jumps into action: owning end-to-end resolution with decisive leadership, orchestrating cross-functional teams, and maintaining focus until the customer is back on track. This hands‑on role is trusted by stakeholders to cut through complexity, mobilize the right people at every level, and drive outcomes with urgency and clarity.

Beyond crisis response, Escalation Managers collaborate across a global network of peers to deliver 24/7 coverage, drive proactive risk management and continuous improvement with key insights, and uphold the quality standards that make Infor's escalation practice world-class.

• Escalation leadership & resolution:
  Qualifying incoming escalations, setting direction, leading 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 preparing 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.

• 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, managing resource conflicts, and influencing without authority across a global matrix.

• 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.