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Customer Success Manager

3 months ago

Bengaluru, India Informatica Full time

The Customer Success Manager manages a portfolio of Informatica customers from purchase to renewal and growth throughout their lifecycle. Through the CSM partnership, Informatica's customers obtain maximum value from their investment, including accelerated timelines and realization of our goals. The Customer Success role has an impact on our growth as we try to maintain our customers and reduce risk. Additionally, the Customer Success Manager specializes in a region or industry to speak the customer language and aligns directly to goals for data excellence. The Customer Success Manager engages with our customers' IT and Business Sponsors and builds relationships to help customers progress on their data journey.

You will report to Manager Customer Success and Job's workplace is Hybrid.


Your Role Responsibilities? Here's What You'll Do

  • Assess the reasons for customer investment in the platform, articulate and document customer our goals and success criteria.
  • Partner with the Informatica Sales team to facilitate seamless transfer of knowledge gathered during the sales cycle and continue working with the Account Team to lead customer value
  • Understand the customer's Informatica implementation and use data management experience to provide best practices and act as an advocate for the services available on the Informatica Data Management Cloud.
  • Use past experiences to guide customers through their implementation journey and provide governance and change management plans based on the customer's needs
  • Identify risks and work with the account team to build a risk mitigation plan
  • Create a comprehensive customer facing adoption path and roadmap showing the current state, target future state, timeline, and enablement plan.
  • Use Informatica data and analytics platforms to assess customer use of Informatica products. Diagnose reasons for low use and develop usage strategies to increase usage levels.
  • Communicate technical product releases, system changes and other relevant updates and communicate with Informatica product management
  • As this role is for Tech Touch Customer Success Manager, you can work on accounts at Scale.


What We'd Like to See

  • Direct experience implementing cloud enterprise software with a focus on data management solutions (ie: data governance, data integration, master data management, data quality)
  • Create presentations with compelling messages to technology and business audiences; you are a natural, credible technology promoter.
  • Consultative approach with the ability to evaluate a business challenge and create a customer facing recommendation and point of view on how to address it
  • Customer facing experience leading large enterprise customers through business and technology transformations with large account/project management experience with a techno/functional bias.


Role Essentials

  • BE/B.Tech/MCA/MSc degree(or equivalent) in Computer Science or related technical field; MBA or advanced degree.
  • Experienced Professional with 5+ years of relevant software and/or consulting experience