Director, Customer Success Technologists

Job Number: 26450

Position Title: Director, Product Specialist

External Description:

Director, Customer Success Technologist

Our Ideal Candidate

You are a seasoned leader who is motivated by driving customer success and the success of your team members.  You are a leader who can lead and get the best out of our talented global Customer Success Technologists team with decades of Informatica implementation experience. You enjoy engaging with high-profile customers and are just as comfortable working with C-level executives as individual contributors.  More business leader than technologist, you excel at uncovering, and then connecting, our customers’ strategic business drivers to Informatica’s technical solution capabilities.  You’re a practitioner at heart, and you understand what it takes to implement data and analytics solutions that make valuable business outcomes possible.  And most importantly, you enjoy being front and center in guiding customers and stakeholders through post-sale adoption process.  Whether it’s leading a business review workshop with C-level executives, helping customer architect their next-gen analytics business case or 360 journey, or advising on data governance best practices for a new implementation, you’re willing to take the time to truly partner with our customers while providing detailed explanations and exploring creative solutions. You are a player-coach who leads by example, with an understanding of how to build and grow a scalable architect team globally. As an influential and effective teacher, you are eager to share your knowledge and best practices with others, and to develop and sustain an open line of communication with your supervisor and teammates. 

Your Opportunity

You will be part of the fast-growing customer success team responsible in driving solution adoption and accelerating ROI for our 5000+ global customers. You will be establishing and growing our new customer success technologist practice, developing business processes in effectively collaborating with all adoption driving functions within Informatica. You will be building new service capabilities to deliver strategy and technical consulting to key customers and prospects, both in-person as well as remotely across the globe, with the ultimate goal of ensuring their successful adoption of the Informatica solution.  You and your team will provide guidance on data strategy design, best practices, solution architecture and design, use case definition and build, and program planning, which will build confidence within our customer organizations and lead to accelerated adoption, expansion and higher subscription renewal rates. 

Your Responsibilities

The Customer Success Technologist Leader is responsible for establishing a team and scaling up global capabilities to provide business and technical advisory services and programs to our fast-growing subscription customer base, including:

• Engaging with multiple customer accounts simultaneously, providing advice and guidance to positively influence their adoption and business outcome goals
• Hiring, mentoring and growing the global team of customer success technologists.
• Providing a point of continuity and being a trusted advisor for our customers transitioning from pre-sales to post-sales
• Inspiring customers regarding the value of Informatica solutions by sharing customer success stories, sharing your own experiences, and showing them business value and outcome derived.
• Developing key relationships with the customer at all levels of the organization, including C-level executives
• Creating engagement playbooks to encapsulate knowledge and provide a foundation for scaling our customer engagements in a consistent way globally
• Ongoing recruiting, interviewing, and hiring for direct team across the globe; providing guidance and input into the hiring process.
• Actively training, coaching and mentoring team members to be more effective business consultants and technologist/architect.
• Working collaboratively and building integrated delivery strategies and approaches with our partner organizations (other system integrators and software providers) as needed to support overall customer success
• Providing renewal rescue activities that may include customer problem resolution, use case definition, and product feature demonstration and application
• Assisting customers in functional and technical implementation efforts to ensure customer success, including rollout strategies and planning for end user deployments of products that support all their data management solutions.
• Working collaboratively with all Informatica’s adoption driving functions including R&D, Global customer support, professional services and develop methodologies to scale adoption
• Help team build scalable re-usable asset creation that can be used as blue print for future implementations and best practices reference library.
• Driving advocacy, collecting success stories and obtaining customer references

Your Qualifications

A minimum of 15 years of industry experience, 10 of which as a data management practitioner/architect (Informatica products like Master Data Management(MDM), Big Data Management(BDM), Enterprise Data Catalog (EDC) is highly desirable), with at least 5 years of experience leading a consulting services or sales organization with P&L responsibility.  Must have at least 3 years’ experience implementing data management programs, defining vision and data strategy, and influencing peers and senior leadership to buy into the strategy and overall business value of the solution.

Additional required qualifications for this role include:   

• Bachelor’s degree or higher
• Excellent written and verbal communication skills, including formal and informal presentations
• Proven ability to effectively work as a business-oriented consultant with all levels of individuals—from C-level to individual contributors
• Energetic and enthusiastic about data strategy and enjoy working with customers to solve business challenges
• Formal experience working as a business or management consultant is preferred
• Experience leading global organizations
• Hands-on in-depth experience with multiple Informatica products like MDM, BDM & EDC required.
• Demonstrated capability and experience leading large change management programs
• Visibility and recognition in the data management industry through public speaking engagements, published articles, blogs or white papers
• Ability to travel up to 40%

 

City: Redwood City

State: California

Seniority Level: Director

Alternative Location(s) :

Community / Marketing Title: Director, Customer Success Technologists

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-JF1

Company Profile:

EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Up to 25%

Location_formattedLocationLong: Redwood City, California US