Customer Success Manager

5 months ago

Sydney, Australia Informatica Full time

**Customer Success Manager**

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. This role can be based in Sydney or Melbourme.

**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

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