Customer Success Manager - Informatica

Informatica Brasil; São Paulo; Hybrid; BRL 180,000 - 320,000; Full time

Benefits offered by this job

Office-flexible schedule

Job summary

Informatica Brasil is seeking an experienced customer success professional to drive onboarding, adoption, and value realization for Informatica customers.

You will collaborate with customer teams to define use cases, build expertise, and coordinate across Support, Services, Product, and Sales to ensure successful outcomes.

Qualifications

• Executive-level communication experience and ability to mediate conflict while encouraging honest dialogue.
• Data Management domain knowledge with SaaS software experience.
• Knowledge of business processes (Sales, Marketing, Service) and related applications.

Responsibilities

• Manage onboarding process for new Informatica customers.
• Work with customer teams to build and enhance Informatica skillsets.
• Assist the customer with identifying and defining use cases for Informatica products.
• Manage the customer from onboarding through to launch of use case value.
• Be an escalation point and address customer satisfaction and issues until resolved.
• Marshal internal resources to drive positive outcomes for the customer.
• Develop a trusted advisor relationship and reference customers.
• Ensure high customer satisfaction by surveying customers and adjusting based on feedback.
• Develop and track Success Plans and metrics for customer adoption and success.

Skills

Executive-level communication

Data Management domain knowledge

SaaS knowledge

Business process knowledge (Sales, 1st

Education

BA/BS or equivalent

Job description

This is an Individual Contributor position.

Description

This is an Individual Contributor position.

Build Your Career at Informatica

We seek innovative thinkers who believe in the power of data to drive meaningful change. At Informatica, we welcome adventurous, work-from-anywhere minds eager to tackle the world's most complex challenges. Our employees are empowered to push their bold ideas forward, and we are united by a shared passion for using data to do the extraordinary for each other and the world.

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. You will also serve as the advocate of the customer to represent their needs with the other teams at Informatica including Customer Support, Professional Services, Product Development, and Sales. You will have technical and business savviness to understand the customer's plans and expected outcomes and be able to recommend solutions and growth through our technology.

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

• Manage onboarding process for new Informatica customers.
• Work with customer teams to build and enhance their Informatica skillsets.
• Assist the customer with identifying and defining use cases for Informatica Products.
• Manage the customer from onboarding through to launch of use case technical and business value.
• Be a escalation point and manage the process to address customer satisfaction and escalation of issues until resolved.
• Marshal internal resources and cross-functional teams to drive positive outcomes for the customer.
• Develop a trusted advisor relationship with the customer and develop them into reference customers.
• Ensure high customer satisfaction by surveying customers and orchestrating adjustments to increase satisfaction based on feedback.
• Develop shared outcome-based Success Plans, tracking and reporting on key metrics for customer adoption and success.

What We'd Like To See

• 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

Role Essentials

• 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.
• BA/BS or equivalent educational background, we will consider an equivalent combination of relevant education and experience
• Minimum 5+ years of relevant professional experience
• Spanish and English fluency mandatory for the role

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

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