Description
We are seeking a Senior Customer Success Manager to join our team in Paris, France. This role is hybrid and reports to the Director, Customer Success EMEA/LATAM.
As a Senior Customer Success Manager, 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.
Your responsibilities will include:
- Managing the onboarding process for new Informatica customers
- Working with customer teams to build and enhance their Informatica skillsets
- Assisting the customer with identifying and defining use cases for Informatica Products
- Managing the customer from onboarding through to launch of use case technical and business value
- Being an escalation point and managing the process to address customer satisfaction and escalation of issues until resolved
- Marshaling internal resources and cross-functional teams to drive positive outcomes for the customer
- Developing a trusted advisor relationship with the customer and developing them into reference customers
- Ensuring high customer satisfaction by surveying customers and orchestrating adjustments to increase satisfaction based on feedback
- Developing shared outcome-based Success Plans, tracking and reporting on key metrics for customer adoption and success
To be successful in this role, you will need:
- 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
- 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
- Minimum 5+ years of relevant professional experience
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