Senior Customer Success Manager

About the role

Informatica is looking for a Senior Customer Success Manager to join its team in Paris, France. The role is hybrid and reports to the Director, Customer Success EMEA/LATAM. You will support customers' successful adoption of Informatica technologies, starting with accelerated value and then moving to wider adoption through additional use cases that drive consumption and expansion. You will also act as the customer's advocate with Customer Support, Professional Services, Product Development and Sales.

Key responsibilities

• Manage the onboarding process for new Informatica customers.
• Work with customer teams to build and enhance their Informatica skills.
• Help customers identify and define use cases for Informatica products.
• Manage the customer from onboarding through to the launch of use-case technical and business value.
• Act as escalation point and resolve customer issues until they are settled.
• Coordinate internal resources and cross-functional teams for the customer's benefit.
• Build a trusted advisor relationship and turn customers into reference customers.
• Survey customers and adjust their experience based on feedback.
• Develop outcome-based success plans and track adoption metrics.

Required profile

• Relevant experience in project management, customer service, professional services or consulting.
• Experience dealing with large accounts at senior IT and business levels.
• Minimum 5+ years of relevant professional experience.
• Executive-level communication, with the ability to mediate conflict and encourage honest dialogue.

Required skills

• Data management domain knowledge with SaaS software experience.
• Knowledge of business processes (sales, marketing, service), business applications and automation.