Associate Director, Customer Success Manager

Job Number: 23698

Position Title: Senior Manager, Customer Success Mgmt - Digital

External Description:

Our Company

Informatica is the only Enterprise Cloud Data Management leader that accelerates data-driven digital transformation. Informatica enables companies to unleash the power of data to become more agile, realize new growth opportunities, lead to new inventions resulting in intelligent market disruptions. With over 7,000 customers worldwide, Informatica is the trusted leader in Enterprise Cloud Data Management. 

Our Team

Our Customer Success team is one of Informatica 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 Platform and driving future adoption, helping each customer derive as much value as possible from Informatica products. 

Your Opportunity

Informatica is currently seeking an enthusiastic and motivated individual with a passion for customer success to join our team of highly skilled Customer Success staff based in Bangalore, India. 

Senior Manager Customer Success is responsible of operational and strategic initiatives towards the success of Informatica’s customers. The role involves managing a team of Customer Success Managers based out of Bangalore to drive success of Informatica Customers, engage with the Global Customer success leadership to come up with programs and strategy to drive customer adoption, increase customer retention and ultimately drive upsell and create references.

Reporting into the VP of the Global Customer Success organization, this person would collaborate cross-functionally engage with leadership in Support, Sales, Professional services & Engineering teams to enable the best experience for our customers.

The roles and responsibilities include

• Define and optimize customer journey
• Define and oversee Customer lifecycle processes/touch points, including Mission critical customer touch, Business reviews.
• Determine how to define, drive, and demonstrate the value delivered to customers

• Track metrics related to customer health, customer engagement, Overall customer adoption of our technology.
• Find ways for CSMs to deeply understand our customers’ objectives and become a trusted advisor
• Create and maintain templates for a Success Plan for customers across the different customer segments and standardize material for lifecycle plays
• Playbook Framework: Collaborate with other Customer Success leaders to analyze and identify reasons for poor customer adoption or churn, and mechanisms to detect early signals of at‐risk renewals. In partnership with other CS leaders, build Playbooks and Triggers to neutralize those risks.
• Work closely with internal Business Systems teams to ensure an integrative approach exists to track customer engagement/adoption data.
• Develop business cases as needed for new technologies/solutions.

Our Ideal Candidate

We are looking for a team player and leader who strives for excellence. You must possess excellent communication and customer-relationship skills – responsiveness, sensitivity and diplomacy. You will need to be comfortable working both independently and collaboratively. Your problem-solving skills and technical aptitudes should allow you to adapt to new circumstances and learn quickly when facing new problems and challenges. You will be looked upon to set an example for good work procedures and practices. You must be passionate about delivering high quality service to customers, with focus on continuous improvement.

Ultimate success of this role is driving a team of customer success managers      and securing a high level of customer satisfaction, based on a positive customer experience, thus ensuring expansion opportunities, referenceability and renewals.

Qualifications:

• Strong background working in a customer-facing environment and driving initiatives to improve customer experience.
• BS/MS Degree, with 5+ years Management experience, and 10+ years of experience with leading Programs and/or Operations, ideally within a Customer Success organization.
• Have experience in recruiting, mentoring and building great teams
• Problem Solver. You love tackling the most difficult of challenges and know how to get to the best solution.

Informatica is an Equal Opportunity Employer (EOE)

Informatica offers a competitive compensation package that includes base salary, medical, retirement, unlimited 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: Redwood City

State:

Seniority Level: Mid-Senior Level

Alternative Location(s) : Toronto, Canada

Community / Marketing Title: Associate Director, 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: Limited

Location_formattedLocationLong: Redwood City, California US