Senior Customer Success Manager

Informatica Corp.; Boston (MA); Remote; USD 80,000 - 110,000; Full time

Job summary

Informatica Corp. is seeking a Customer Success Manager to oversee a portfolio of customers in Boston. The role involves enhancing customer relationships, ensuring effective data management solutions, and driving customer satisfaction to maximize investment value. The ideal candidate will have significant experience in enterprise applications and strong consultative skills, emphasizing a consultative approach and data-driven recommendations.

Benefits

Comprehensive health, vision, and wellness benefits

Flexible time-off policy and hybrid working practices

Equity opportunities and employee stock purchase program

Comprehensive Mental Health and Employee Assistance Program benefits

Qualifications

• 5+ years of relevant software and/or consulting experience.
• Experience with cloud enterprise software and consumption licensing models.

Responsibilities

• Manage customer portfolios and ensure maximum customer value from their investment.
• Develop consumption strategies to increase usage levels of Informatica products.
• Create a customer-facing adoption path and roadmap.

Skills

Consultative approach

Customer engagement

Data management solutions

Presentation skills

Education

BA/BS or equivalent educational background

Job description

Build Your Career at Informatica

We're looking for a diverse group of collaborators who believe data has the power to improve society. Adventurous 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.

Customer Success Manager - Remote

The Customer Success Manager is responsible for managing a portfolio of Informatica customers from purchase to renewal and growth throughout their lifecycle. Through the CSM partnership, Informatica's customers derive maximum value from their investment, including accelerated timelines and realization of business goals. The Customer Success role has a direct impact on the growth of the company as we seek to maintain our customer base and reduce risk. Additionally, the Customer Success Manager specializes in a region and/or industry to speak the customer language and aligns directly to business drivers 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.

The ideal Success Manager has a background in enterprise applications, data management, consulting and/or industry skills that enables them to speak the customer language.

You will report to a Manager of Customer Success.

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

• Assess the reasons for customer investment in the platform, clearly articulate and document customer business objectives 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 drive 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
• Proactively 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.
• Build and cultivate executive-level relationships with the customer's IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and demonstrate Informatica's dedication to a successful program.
• Utilize Informatica data and analytics platforms to assess customer utilization of Informatica products. Diagnose reasons for low utilization and develop consumption strategies to increase consumption levels.
• Recommend additional Informatica services and advisory experts or consulting partners as needed.
• Consistently communicate technical product releases, system changes and other relevant updates and act as a liaison to Informatica product management

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)
• Ability to create and deliver presentations with compelling messages to technology and business audiences; you are a natural, credible technology evangelist.
• Strong consultative approach with the ability to evaluate a business challenge and create a customer facing recommendation and/or point of view on how to address it
• Significant customer facing experience leading large enterprise customers through business and/or technology transformations with large account/project management experience with a techno/functional bias.

Role Essentials

• Experience working with cloud licensing models, experience in consumption licensing models is highly desired.
• Ability to engage in effective and influencing conversations at the C-level
• BA/BS or equivalent educational background, we will consider an equivalent combination of relevant education and experience
• Experienced Professional with 5+ years of relevant software and/or consulting 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
• Equity opportunities and an employee stock purchase program (ESPP)
• Comprehensive Mental Health and Employee Assistance Program (EAP) benefit

Our DATA values are our north star and we are passionate about building and delivering solutions that accelerate data innovations. At Informatica, our employees are our greatest competitive advantage. So, if your experience aligns but doesn’t exactly match every qualification, apply anyway. You may be exactly who we need to fuel our future with innovative ideas and a thriving culture.

Informatica (NYSE: INFA), a leader in enterprise AI-powered cloud data management, brings data and AI to life by empowering businesses to realize the transformative power of their most critical assets. We pioneered the Informatica Intelligent Data Management Cloud that manages data across any multi-cloud, hybrid system, democratizing data to advance business strategies. Customers in approximately 100 countries and more than 80 of the Fortune 100 rely on Informatica. www.informatica.com. Connect with LinkedIn, X, and Facebook. Informatica. Where data and AI come to life.