Customer Success Manager - Informatica

131 Salesforce Tecnologia, Ltda.; São Paulo; Hybride; BRL 180 000 - 240 000; Plein temps

Résumé du poste

Salesforce Brazil is seeking a seasoned Customer Success Manager to guide onboarding and accelerate value realization for Informatica customers. You will collaborate with customer teams to build and refine use cases, drive adoption, and manage the journey from onboarding to value delivery.

You will marshal internal resources, establish trusted advisor relationships, and maintain high customer satisfaction by collecting feedback and adjusting success plans.

Qualifications

• 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.

Responsabilités

• 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 an 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.

Connaissances

Executive-level communication

Data Management knowledge

Business processes knowledge

BA/BS or equivalent

5+ years experience

Formation

BA/BS or equivalent

Description du poste

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 an 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.

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

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Accommodations

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Posting Statement

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