Associate Customer Care Manager - 33164
Bengaluru, Karnataka, India
Job Category: Customer Experience
| Position Summary: Customer Care Manager - iCare will be a passionate customer advocate with a mission to drive successful customer journeys and overall experience with Support and Renewals. |
| Duties and Responsibilities: · Have a clear understanding of Informatica products and customer requirements. · Execute discovery conversations while helping customers realize continued value of their Informatica investment. · Leverage data driven internal systems to increase customer awareness of Cloud First Cloud Native (CFCN) products to find opportunities for platform migration and up-sell during renewals cycle. · Providing help and advice to customers using the Informatica products or services on the support processes and leveraging the Support and/or Customer Success organizations · Escalating to technical team for solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants. · Take a proactive approach to identify customers who may be at risk via their support usage and renewal feedback · Drive customer retention engagements to support the overall Renewals organization during the renewal cycle · Enable worldwide Renewals organization to achieve annual targets · Keep customer data up-to-date with the changes that takes place on contacts and other key customer touch points · Enable customers with availability Informatica services to help them success (Support, Training, Product updates) · Manage ongoing customer experience
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| Minimum Requirements: · A Bachelor's degree in Computer Science or related technical field. · Strong Logical reasoning and Analytical Skills. · Effective communication and strong interpersonal skills · 6-8 years of experience in customer success, customer retention, support, renewals roles. |
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