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**Build Your Career at Informatica**
We're looking for a diverse group of collaborators who believe data has the power to improve society. Adventurous, work-from-anywhere minds who value solving some of the world's most challenging problems. Here, employees are encouraged to push their boldest ideas forward, united by a passion to create a world where data improves the quality of life for people and businesses everywhere.
**Senior Customer Success Manager**
This role is hybrid.
**Your Opportunity**
As a Customer Success Manager (CSM) 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 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 a 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.
- BA/BS or equivalent educational background. Consideration will be given to an equivalent combination of relevant education and experience.
- Minimum 2+ years of relevant professional experience.
**Perks & Benefits**
- Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance and 401k plan or international pension/retirement plans)
- Flexible time-off policy and hybrid working practices
- Tuition reimbursement programme to support personal and career growth
- Equity opportunities and an employee stock purchase programme (ESPP)
- Comprehensive Mental Health and Employee Assistance Programme (EAP) benefit
We're guided by our DATA values and we are passionate about building and delivering solutions that accelerate data innovations. At Informatica, we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity.
