Steve A. Email and Phone Number
Steve A. work email
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Steve A. personal email
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Hi, this is Stephen Alter throughout my career, I've been known for my extensive experience in leading software platforms, achieving high-rated customer satisfaction year over year, increasing CSAT survey scores for clients, and leading renewal and reference.Throughout my career, I have maintained a proven track record of building key relationships, motivating teams to execute business opportunities, and driving revenue growth.I am instrumental in providing leadership to cross-functional teams, as well as navigating and leading direct reports effectively.My expertise in training and mentoring team members to deliver exceptional service and build team morale through effective communication and positive performance feedback are second to none!Based on my credible experience, I have gained skills in building and growing sales territories in competitive environments.My technical proficiencies, include SaaS, Cloud Suite, Leading software platform, Account Management, Services, Software, Vendor Management, Customer Service, Cost Control, Financial Management, Acquisitions/Divestitures, Policy, Procedure Design, ERP, HCM, and Service.What makes me stand out is my proven capability to provide recommendations on the accommodation of staff in appropriate internal/external resources.Employers recognize me as an articulate communicator with the ability to forge professional relationships with stakeholders at all levels via leveraging strong interpersonal skills.The personal and professional values I will contribute include determination, teamwork, commitment, communication, respect, and trust which I contribute on a daily basis with every single client.While others take pride in meeting all standards set before them, my passion is for delivering service that goes beyond organizational expectations, creating a win-win scenario for everyone involved! "Should you have any questions regarding my career, please feel free to connect @stevealter3593@gmail.com".
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InforNorth Fort Myers, Fl, Us -
Principal Customer Success ManagerInfor Oct 2022 - PresentNew York, Ny, UsValued as a team player after Koch restructured, was offered Principal Customer Success role. In this role, review strategic business plans with primary stakeholders and align Infor services to meet those objectives to provide customer value. Provide Consulting expertise and best practices for overall client base including, current industry trends while aligning to Infor and client’s overall business objectives. Primary contact with client regarding Infor products as well as primary contact for escalations. Counsel clients on product features not in use and recommend other Infor products or solutions to meet the client’s needs. Works with clients in all industries. Work pro-actively with other internal departments (Sales) to assist in securing leads. Serve as primary escalation point for customers and Infor for all SaaS HCM and ERP products. Conduct weekly one-on-one sessions with clients to provide individual guidance and assistance.
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Manager, Customer SuccessInfor Jul 2017 - Feb 2023New York, Ny, UsIn this role, I am responsible for managing a team of 8 Customer Success Managers. Each with 2 Customer Success Specialists working on their team. Also, manage a team of 3 Developers (2 onshore/1 offshore). I serve as secondary escalation point for customers and Infor for all SaaS HCM and ERP products. I hold and conducted weekly 1-1 sessions with individuals to provide individual guidance and assistance as well as be responsible for the team’s client satisfaction, reference, retention, and renewal numbers which includes a book of business of over 26 million, and provided strategic direction to team on how to improve these numbers. I collaborated with Product Development to work on enhancement requests and provide current industry trends and HCM best practices while aligning to Infor’s overall HCM, ERP, and industry business objectives. It is my duty to Counsel employees and clients by best recommending products or solutions to meet the client’s needs and creating service work orders for new changes to customer sites. This requires extensive knowledge of the product as well as overall costs to the organization. Furthermore, I assure securing customer agreements from the team’s customers to re-purchase maintenance (renewals) and support contracts. In addition, I work with CSMs on the total Health process which includes sales, renewals, and product functionality, and also collaborate with CSMs and clients on a proactive approach using insight from overlay products such as Pendo and Gainsight.I define and track Initiate communication as needed to maintain client satisfaction. Key Contributions:• I am also responsible for the renewal and reference of a book of business which totals over 26 million and I exceeded FY21 KPI’s Reference, Renew, and Up-sales FY21 exceeded renewals by 8%.
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Erp Cloud Principal Customer Success Manager Saas-RemoteOracle Jun 2016 - Jun 2017Austin, Texas, UsIn my this role, I was assigned to review strategic business plans with primary stakeholders and align Oracle Service Cloud to meet those objectives. I also provide Consulting expertise and best practices for overall Oracle Service Cloud, current industry trends and call center best practices while aligning to Oracle’s overall business objectives. This includes showing clients ROI on various portions of the tools purchased. In addition, I counsel clients on product features not in use and recommend other Oracle products or solutions to meet the client’s needs. Key Contributions: Assured securing customer agreements to re-purchase maintenance (renewals) and support contracts and collaborated pro-actively with other internal departments (Sales) to assist in securing leads. Initiated communication as needed to maintain client satisfaction. Served as primary liaison between clients and appropriate company departments to resolve escalation questions and issues. -
Service Auto Principal Customer Success Manager (Remote)Oracle Dec 2015 - Jun 2016Austin, Texas, UsDuring this role, it was my responsibility to review strategic business plans with primary stakeholders and align Oracle Service Cloud to meet those objectives. I provide Consulting expertise and best practices for overall Oracle Service Cloud, current industry trends, and call center best practices while aligning with Oracle’s overall business objectives. This includes showing clients ROI on various portions of the tools purchased. I was assigned to counsel clients on product features, not in use and to recommend other Oracle products or solutions to meet the client’s needs. Moreover, I am responsible for client satisfaction, referenceability, retention, and renewal and work pro-actively with other internal departments (Sales) to assist in securing leads. I served as the primary contact with clients regarding Oracle Service Cloud. Key Contributions:Met quarterly with clients to review usage compliance. Assured of securing customer agreements to re-purchase maintenance (renewals) and support contracts. Initiated communication as needed to maintain client satisfaction.Assured of securing customer agreements to re-purchase maintenance (renewals) and support contracts. Initiated communication as needed to maintain client satisfaction.
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Interim Manager Hcm (Senior Customer Success Manager Saas Hcm-Remote)Enwisen Jun 2012 - Dec 2015Novato, Ca, UsIn my this role, I managed a staff of 10 people, hire, train and help benchmark best practices for all HCM products and served as primary escalation point for employees for customers and Infor for all SaaS HCM products. I held and conducted weekly 1-1 sessions with individuals to provide individual guidance and assistance aimed to Meet team’s quarterly renewal objectives.Moreover, I am responsible for the team’s client satisfaction, reference, retention, and renewal numbers and provided direction to team on how to improve these numbers. I collaborated with Product Development to work on enhancement requests and provide current industry trends and HCM best practices while aligning to Infor’s overall HCM business objectives. Key Contributions;Conducted training to team on changes to the software for them to provide these changes to their clients as well as created Whitepapers from client experiences to be used on Infor’s site. Assured of securing customer agreements from the team’s customers to re-purchase maintenance (renewals) and support contracts. -
Senior Business Analyst ConsultantInfosys 2010 - Dec 2012Bangalore, Karnataka, In• Fill in during absence and/or layoff of Allstate employees including: Portfolio Managers, Project Managers, and Business Analysts as needed in order to keep the projects moving. • Analyze and report issues with agent reporting to the business.• Create and maintain weekly project overview sheet listing all the projects available in the Portfolio and hold weekly meetings on those findings to help keep projects moving. • Identify staffing needs and provide overviews of the project status and changes to applications.• Join advisory committee to create templates and design process flows to be used within the various roles association to the projects. -
Business Consultant Saas HcmLawson Software Jan 2012 - Jun 2012New York, Ny, Us• Meet specified utilization/revenue targets.• Deliver a wide array of consulting services and specific recommendations surrounding applications, technologies and tools.• Perform product usage outcomes oriented consulting/training activities. • Conduct application and end user client training classes. • Develop on going, successful business relationships with clients while partnering with the client Account Manager. • Provide clients with consulting expertise and "best practice" recommendations. • Ensure skill set development improvements in self and others. • Participate in and assist in Lawson business development and product sales. -
Project Integration Manager (Human Resources, Hris)Allstate Insurance 2007 - 2010Northbrook, Il, Us• Project Manage implementation of new Human Resources system to ensure compliance across all spectrums of the enterprise in terms of handling employee relations issues. • Create presentation to be utilized for Board review concerning issues of misconduct. • Present findings on a quarterly basis for reporting purposes to the same Steering Committee.• Create, configure and review filters on a tool created by the Symantec Corporation which scans the content of employee and Exclusive Agent e-mails for the corporation for inappropriate emails. • Implement a disciplinary process for handling inappropriate emails from employees, agents and independent contractors. • Work in Department of Human Resources under the Ethics Director. -
Application Consultant Ii (Hris)Kronos Incorporated 2005 - 2007Lowell, Ma, Us• Configure Kronos Workforce Time and attendance software version 5.1. • Configure Enterprise clients with over 200 employee sites independent of each other.• Assist clients with troubleshooting the product when the application failed to run as planned.• Train all levels of end users regarding features of the application such as genies and hyperfinds.• Assist clients integrate Kronos from PeopleSoft, SAP and ADP. • Work with clients to ensure customer systems were configured according to their payroll rules and Attendance module was compliant with the company’s policies. • Complete training and certify in WFC 5.2 and 6.0 including Attendance configurations. -
Implementation Consultant (Hris)Chicago Office 2004 - 2005New York, Ny, Us• Certify in Lawson Software version 8.1. (Payroll, Human Resources, Personnel Action and Benefits implementation). • Work with clients on Human Resources, Payroll, Benefits, and Personnel Action upgrades or implementations from 7.0 to 8.1 software as needed. • Train clients employees on the software and upgrade changes.
Steve A. Skills
Steve A. Education Details
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Purdue UniversityBusiness -
Purdue UniversitySupervision
Frequently Asked Questions about Steve A.
What company does Steve A. work for?
Steve A. works for Infor
What is Steve A.'s role at the current company?
Steve A.'s current role is Manager, HCM Customer Success at Infor.
What is Steve A.'s email address?
Steve A.'s email address is st****@****hoo.com
What schools did Steve A. attend?
Steve A. attended Purdue University, Purdue University.
What skills is Steve A. known for?
Steve A. has skills like Employee Relations, Process Improvement, Hris, Payroll, Account Management, Recruiting, Customer Service, Customer Relations, Vendor Management, Business Analysis, Program Management, Business Process Improvement.
Who are Steve A.'s colleagues?
Steve A.'s colleagues are Patricia Mae Uy, Jennifer Marzolf, Bryan Kim, Ravi Teja, Mik Clemens, Chihiro Yonemaru, John Simian.
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