Sr Customer Success Manager

Job Number: 22433

Position Title: Sr Cloud Strategic Customer Success Manager

External Description:

Our Team

Our award-winning 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. The Customer Success team is committed to ensuring the successful launch of customer use cases on our Platforms and Products and driving future adoption, helping each customer derive as much value as possible from the Informatica Product Suite. Your Opportunity

As a Senior Customer Success Manager you will be working with Informatica’s largest and fastest-growing customers to drive their adoption of our various technologies.  The primary focus of the Senior Customer Success Manager is to maintain and grow Informatica’s most promising accounts. With an initial focus on on-boarding and launching customer projects, you will then shift to further adoption through additional use cases and development of customer skillsets.  The majority of accounts will own a combination of legacy Informatica products, it will be the role of the Strategic CSM to help the customer realize the value of their entire subscription.   As part of this process you will be embedded in the account, familiarizing yourself with the customer’s organizations and identifying groups, new and existing, who may be in need of additional Informatica Subscription Services.  You will also serve as the advocate of the customer to represent their needs with the internal teams at Informatica including Customer Support, Professional Services, Product Development, and Sales. This individual will have both business acumen as well as technical savvy to understand a customer’s business drivers and recommend a solution through our technology.  For the purpose of this job description, ‘Hybrid’ is defined as a customer who owns both on premises and cloud based Informatica subscriptions. 

 

Your Responsibilities:

 

• Own the success and adoption of a defined group of strategic accounts. This will include responsibility for Renewal of account as well as identifying Upsell Opportunities.
• Align with the Account Management team on accounts in your portfolio.
• Assist with the program development of how CSM will manage customers with on premises and cloud based subscriptions.
• Provide leadership and mentoring to other CSMs managing hybrid customers.
• Participate in onboarding process for new Informatica strategic customers.
• Work with customer teams to build and enhance their Informatica skillsets.
• Assist customer with identifying and defining use cases for Informatica Products.
• Manage customer through initial launch of use cases on Informatica platforms.
• Serve as the Escalation point and manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer.
• Develop a trusted advisor relationship with customer and develop them into reference customers.
• Ensure high customer satisfaction by surveying customers and making adjustments to increase customer satisfaction based on their feedback.
• Develop and execute customer success plans, and tracking and reporting on key metrics for customer adoption and success.
• Document the findings from customer interactions and communicating them to various teams inside Informatica. Align the Informatica Product roll out and customer’s adoption on product features Manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer.
• Customer Engagement Analytics: Take a proactive approach by developing and monitoring systems to identify customers who may be at risk of becoming less than completely satisfied.
• Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment.

Your Qualifications:

 

• BA/BS degree (or equivalent; MBA or advanced degree preferred).
• Ability to learn fast, shift directions even faster and work collaboratively on a highly effective team.
• Minimum 7 years relevant work experience in the field of project management, customer service, professional services, consulting.
• Expertise and experience dealing with large accounts at the most senior IT and business levels
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
• Software experience with on premise and cloud based technologies, preferably SAAS software.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation.

City: Austin

State: Texas

Seniority Level: Entry Level

Alternative Location(s) : Dallas

Community / Marketing Title: Sr Customer Success Manager

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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:

Location_formattedLocationLong: Austin, Texas US