Job Number: 31630

Position Title: Lead Project Manager (Non - Tech)

External Description:

About the team

Our Customer Success team is one of Informatica’s strongest assets, enabling us to strengthen our customer relationships by delivering on our promise of superior technology and proven results.

As Informatica Customer Success embarks on the next phase of growth, we are looking for a highly motivated hands-on Customer Success Operations Lead to support our team.

About the role

We’re hiring a Customer Success Operations Senior Analyst whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the Associate Director, Customer Success Strategy and Operations and will be their trusted partner in driving customer success team objectives, initiatives and implementing process that scale.

This position works with customer success managers, multiple departments within the organization to ensure the appropriate data flows and processes are put in place to achieve efficiency, smart customer interactions.

As an ideal candidate for this role, you understand that good data is the foundation to any successful operations and will be the guardian of it. You also appreciate the complexity as well as the needs of organization processes and critically think about how to simplify them. Most importantly, you are a problem solver, analytical, and can take on ambiguous tasks with minimal guidance.

What you’ll do

Data :

• Provide reports on key business metrics to customer success leadership
• Track KPIs and leading indicators of customer success metrics and analyse them to understand and provide insights on what is going well and what is not.
• Ensure data sanity and quality of data flowing into customer success platform and other customer success systems and provide a clear view of the customer’s relationship with customer success organization

Processes :

• Work with Customer success managers to understand and drive adoption with the business processes which manage the customer success touchpoints
• Define and Document new optimized processes across the customer success journey and assist management with the rollout of new business processes
• Co-ordinate cross functional processes that help meet the CS targets and deliver on customer’s needs.
• Develop CS playbooks for adoption and risk detection, define plays to address them and escalation paths to resolve
• Ensure KPI tracking and consistency of process adoption for clear reporting
• Project Management support for key Initiatives and internal Customer Success projects

People :

• Team Structure - Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
• Enablement -Plan enablement and provide materials / information that help CSMs work more effectively

Systems :

• Implement and Maintain Systems that facilitates CSM Operational activities, primarily Informatica’s Customer success platform instance

 

Qualifications

• Must have 5-8 years of experience in Operations, Analytics (preferably in Customer Success)
• Experience / Administration of Salesforce preferred
• Passion for designing processes that scale
• Strong project management skills – ability to break down ambiguous complex asks into concrete, manageable components, and design solutions
• Excellent collaboration skills, ability to follow through to drive results.
• Great attitude with the ability to foster a fun, productive working environment
• Highly proficient using Microsoft applications like Project, Excel, PowerPoint, Visio etc.
• Experience with BI analytics and tools preferred

 

City: Bangalore

State:

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Lead Operation Analyst

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-DN2

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: Bangalore, Karnataka IN