Director, Customer Storytelling at Informatica LLC in Redwood City, California

Job Description:

Informatica is currently looking for a Director of Customer Storytelling with experience in customer engagement to join our team in Redwood City, CA. 

Job Summary  

You will play the leading role, managing the team that is the liaison to our customers around the globe. You and your team will serve as the primary contact with customers to nurture relationships to foster loyalty and advocacy, capture and tell their stories, and to be an evangelist for customers inside and outside the company. Customer Advocacy’s charter is to help tell the Informatica story through the eyes and experiences of our customers, and you will be a key representative of the company, its charter and its values.  Over 7,000 customers actively enjoy our market-leading products, and Informatica has been ranked #1 in customer loyalty by TNS for 11 years running.  Their stories need to be told! 
 

What You’ll Do  

• Team management, ensuring top performance with strong employee engagement through coaching, performance management and career development.  Also, manage relationship with customer reference agency contractors.  


• Build and lead a Customer Engagement and Advocacy group to empower Informatica’s sales organizations to develop great customer intimacy, reach C-suite executives, and strengthen relationships with top-tier Enterprise accounts leading to strong customer loyalty through repeat business and customers being vocal advocates 
  Develop a customer advocacy journey across all the various Informatica business functions, establishing co-ownership and buy-in with senior cross-functional stakeholders  


• Play a vital role in assisting with account penetration, helping to accelerate sales pipelines and develop solutions messaging targeted at business decision makers and C-level audiences to better understand Informatica and the company’s value proposition  


• Communicate often with Informatica Support, Services, Customer Success, Sales, Field Marketing and beyond to identify, track and remain informed of latest customer satisfaction information for Informatica’s leading customers. 


• Articulate, deliver upon, and measure program goals, strategy and execution elements for multiple audiences across the entire sales lifecycle 


• Be primary liaison for the self-service Informatica’s User Group program, working closely with regional leaders to share best practices 


• Develop and deliver a customer benefit and loyalty program for top customer references 


• Are willing/able to travel (domestic and international) up to 20% of your time  

Key Essentials  

• Minimum of 8-10 years of directly relevant, hands-on marketing experience managing a Customer Advocacy program and team 


• Solid business acumen, keen business analysis skills and strong direct marketing experience  


• Proven Customer Advocacy background and customer-centric 


• Experience working with C-level executives to build programs such as Executive Advisory Councils and Executive Sponsorship programs 


• Skilled at creating genuine and relatable customer stories and content, with a focus on great business outcomes 


• Proven track record in creating innovative and targeted customer loyalty programs that generate results 


• Executive presence and demeanor; strong written and verbal communication and presentation skills; can be equally effective in both formal and informal settings with senior executives, peers and business partners 


• Reputation for achieving goals successfully; focusing on winning in the marketplace; impacting the bottom-line; constantly challenges self and others to deliver results; acting with a sense of urgency and seizing opportunities when they arise 


• Able to thrive in a global matrix organization, leveraging and influencing others to achieve objectives 


• Bachelor’s degree in a related discipline; MBA desirable 

 Nice to Have  

• Strong experience in B2B software, software-as-a-service, professional services areas preferred 


• Accomplished range of skills from high-level strategic thinking to creative and detailed execution