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

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.