Customer Success Manager

Job Number: 23022

Position Title: 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 Customer Success Manager (CSM) you will be responsible for supporting our customers’ successful adoption of Informatica technologies through proven methodologies for their success.   With an initial focus on launching customer projects, you will then shift to further adoption through additional use cases and development of customer skillsets.  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.    

Your Responsibilities:

• Manage to onboarding process for new Informatica 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.
• 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.
• Take a proactive approach to identify customers who may be at risk of becoming less than completely satisfied and define a success plan based on their business goals
• Communicate the Informatica value at all customer levels, from CTOs/CIOs, to engineering managers and programmers.
• Identify upsell and grow 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.
• Solid multi language skills to cover the Greater China geography and reading and writing in the English language
• Software experience, 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.

Informatica offers a competitive compensation package that includes base salary, medical, retirement programs, flexible time off and more. Our generous benefits vary depending on your geographic work location. It’s an exciting time to work at Informatica, you can learn more about our company, our products and services at www.informatica.com. We are an Equal Opportunity Employer (EOE).

City: Quarry Bay

State:

Seniority Level: Entry Level

Alternative Location(s) :

Community / Marketing Title: Customer Success Manager

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-OG1

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:

Location_formattedLocationLong: Quarry Bay, HK