About this role
Infor is seeking a motivated and experienced Transformation Specialist, Principal to join our Delivery Success Team. This strategic and customer-facing role is responsible for helping customers, partners, and internal teams achieve successful outcomes across complex Infor implementations by proactively identifying delivery risks, facilitating project recovery efforts, and driving continuous improvement throughout the implementation lifecycle.
The Delivery Success Team focuses on two critical areas that directly impact customer success:
- Delivery Progress Checkpoints (DPCs): Structured project reviews designed to identify risks early, improve project health, and increase the likelihood of successful implementations.
- Escalation Management: High-priority customer situations requiring urgent intervention, risk mitigation, executive-level communication, and coordinated recovery planning.
As a trusted advisor, you will collaborate with customers, partners, services teams, project leaders, and executive stakeholders across Latin America and Europe. The ideal candidate brings an understanding of Infor products, implementation methodologies, delivery processes, and customer success principles, combined with relationship management, communication, and problem-solving skills.
Success in this role requires the ability to influence without direct authority, navigate complex organizational dynamics, build credibility with senior stakeholders, and drive meaningful actions that reduce risk and improve customer outcomes.
A Typical Day in the Life Includes:
- Lead and facilitate Delivery Progress Checkpoints (DPCs), assessing project health, identifying delivery risks, and providing actionable recommendations to improve implementation outcomes.
- Lead customer escalation engagements by coordinating stakeholders, facilitating discussions, and developing recovery strategies that address root causes and restore customer confidence.
- Monitor project risk indicators and partner closely with delivery teams to develop mitigation plans that minimize business impact and improve project success.
- Leverage expertise in Infor products, implementation methodologies, tools, and delivery processes to identify opportunities for improvement and operational excellence.
- Influence project teams, partner organizations, and customer leadership to adopt recommendations that strengthen delivery performance and reduce organizational risk.
- Build and maintain trusted relationships with customers, partners, and internal stakeholders while demonstrating professionalism during highly sensitive or challenging situations.
- Support the continuous evolution and improvement of Delivery Success processes, methodologies, governance frameworks, and escalation management practices.
Basic Qualifications:
- Academic background in Business Administration, Information Technology, Project Management, Engineering, or a related field.
- Previous experience working for Infor or an authorized Infor Partner.
- Meaningful experience supporting Infor products, implementation projects, consulting services, customer success initiatives, or delivery organizations.
- Previous experience with IT projects and implementations , consulting engagements, ERP deployments, project management activities, or delivery organizations.
- Working knowledge of project management, delivery governance, implementation methodologies, and risk management principles.
- Understanding of customer success frameworks and enterprise software delivery lifecycle management.
- Demonstrated ability to manage customer-facing situations, navigate escalations, and collaborate with stakeholders in challenging or high-pressure environments.
- Full professional proficiency in English, Spanish, and Brazilian Portuguese , with the ability to communicate effectively with customers and executives across multiple regions.
- Ability to travel up to 30%+ of the time based on business requirements across both Latin America and Europe.
- Legal authorization to work permanently in Brazil without requiring visa sponsorship now or in the future.
Preferred Qualifications:
- Master’s degree in business, Technology, Project Management, Organizational Leadership, or a related discipline.
- Stakeholder management, relationship-building, and communication skills.
- Demonstrated ability to influence decision-making across cross-functional teams, partner organizations, and executive stakeholders.
- Exceptional organizational and prioritization skills with the ability to manage multiple engagements simultaneously.
- Ability to adapt quickly to changing business priorities and operate effectively in fast-paced, highly visible environments.
- Ability to quickly learn and utilize various business applications and collaboration tools, including Microsoft Office products.
- Analytical and problem-solving abilities with a structured approach to issue identification and resolution.
- Experience working within multinational organizations serving customers across multiple countries and cultures.
Location: Brazil (Fully remote role with occasional on-site attendance required based on business needs across both Latin America and Europe).