Description
We seek innovative thinkers who believe in the power of data to drive
meaningful change. At Informatica, we welcome adventurous, work-from-
anywhere minds eager to tackle the world's most complex challenges. Our
employees are empowered to push their bold ideas forward, and we are
united by a shared passion for using data to do the extraordinary for each
other and the world.
Senior Customer Success Manager
We're looking for a Customer Success Manager candidate to join our team in
in London and look after out Public Sector Customers. This role is hybrid.
You will report to the Portfolio Lead, Customer Success EMEA North/UKI.
You will support our customers' successful adoption of Informatica
technologies through methodologies for their success. With an initial focus on
delivering accelerated value, you will then shift to further adoption through
additional use cases driving consumption and expansion. You will also serve
as the advocate of the customer to represent their needs with the other teams
at Informatica including Customer Support, Professional Services, Product
Development, and Sales. You will have technical and business savviness to
understand the customer's plans and expected outcomes and be able to
recommend solutions and growth through our technology..
Your Role Responsibilities? Here's What You'll Do
Manage onboarding process for new Informatica Public Sector 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 from onboarding through to launch of use case
technical and business value.
Be an escalation point and manage the process to address customer
satisfaction and escalation of issues until resolved.
Marshal internal resources and cross-functional teams to drive positive
outcomes for the customer.
Develop a trusted advisor relationship with the customer and develop
them into reference customers.
Ensure high customer satisfaction by surveying customers and
orchestrating adjustments to increase satisfaction based on feedback.
Develop shared outcome-based Success Plans, tracking and reporting on
key metrics for customer adoption and success.
What We'd Like to See
Relevant work experience in the field of project management, customer
service, professional services, consulting.
Experience dealing with large accounts at the most senior IT and
business levels
Role Essentials
Executive-level communication experience, with an ability to navigate
and mediate conflict while encouraging honest dialogue.
Data Management domain knowledge with SaaS software experience.
Knowledge of business processes (Sales, Marketing, Service), business
applications and automation.
BA/BS or equivalent educational background, we will consider an
equivalent combination of relevant education and experience
Minimum 5+ years of relevant professional experience