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, driving adoption and account expansion while helping each customer achiever their expected business outcomes and maximum value 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 and growth 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 and domain knowledge as well as technical savviness to understand the customer’s business drivers and recommend a solution through our technology.   

Your Responsibilities:

• Manage onboarding process for new Informatica customers.
• Work with customer teams to build and enhance their Informatica skillsets.
• Assist the customer with identifying and defining use cases for Informatica Products.
• Manage the 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 the customer and develop them into reference customers.
• Ensure high customer satisfaction by surveying customers and driving engagement adjustments to increase customer satisfaction.
• Develop and execute shared Outcome Based Success Plans, tracking key metrics for customer adoption success and accelerated value.
• Align Informatica Product roll-out and customer’s adoption of product features.
• Proactively identify customers who may be at risk of becoming less than completely satisfied and define a get-well plan based on prioritised goals.
• Drive accelerated purchase-to-value at all customer levels, communicating value delivered to C-suite and key project stakeholders. 
• Identify upsell and account expansion 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 within a highly effective team.
• Minimum 7 years relevant work experience in the field of software technology 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 dialogue.
• Data Management domain knowledge and experience.
• Ability to prioritise, multi-task, and perform effectively under pressure.
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation. 

Language Skills:

• Fluent in German and English.

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