Customer Success Manager (Administrative)
Informatica is currently seeking an enthusiastic and motivated individual with a passion for customer success to join our team of highly skilled support staff based in United States.
You will be responsible for elevating the customer support experience within Informatica's strategic accounts whose are adopting the cutting edge technologies: e.g. Big Data analytics. The primary goal is to drive the product adoption and reference ability among a small portfolio of Informatica customers in turn leading to higher retention and expansion of Informatica footprint. You will also ensure high productivity and help customers to derive maximum value from using Informatica as a single platform for all their data needs.
You will create a strong relationship with IT and Business contacts for these strategic accounts often at executive levels and become their trusted advisor. You will serve as the advocate of the customer to represent their needs with the internal entities of Informatica including Customer Services, Product Development, and Sales. This job will warrant frequent discussions with customers, webinar presentations; customer site visits on a need basis, periodic status reporting on recommendations on show-stopper issues, milestone achievements and ongoing value realization. In addition to this proactive customer management, you will serve as a key contact of point for issues that impact the customer's success by effectively fielding and resolving challenges during the product adoption journey.
Customer renewals are achieved by driving high adoption through initiatives designed to add business value, dissemination of best practices, fulfilling a trusted advisor role, knowledge of product capabilities and engaging resources from various departments as necessary in a timely manner. You will work closely with renewals management to help them negotiate and drive renewals to a successful completion. Focusing on the post sales activities, you will be the designated single point of contact and will maintain strong relationships with other customer facing personnel in the Sales, Marketing, Informatica Professional Services (IPS), and Product Management teams within Informatica. You must possess strong account management expertise, application functional skills and the expertise for understanding the business application deployment cycles.
Our Ideal Candidate
We are looking for a team player who strives for excellence. You must possess excellent communication and customer-relationship skills – responsiveness, sensitivity and diplomacy. You will need to be comfortable working both independently and collaboratively. Your problem-solving skills and technical aptitudes especially on Big Data domain should allow you to adapt to new circumstances and learn quickly when facing new problems and challenges. You will be looked upon to set an example for good work procedures and practices. You must be passionate about delivering high quality service to customers, with focus on continuous improvement.
You will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the rest of the support team, QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Informatica is delivering overall superior service and support to our customers.
Additional responsibilities include but are not limited to the following:
A BSc/MSc (or equivalent) in Computer Science or related technical field.