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