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Senior Success Guide - Informatica

Salesforce

Key Facts

Remote From: 
Mexico
Full time
Senior (5-10 years)
English, Portuguese, Spanish

Other Skills

  • •
    Business Administration
  • •
    Business Acumen
  • •
    Technical Acumen
  • •
    Training And Development
  • •
    Problem Reporting
  • •
    Customer Service
  • •
    Consulting
  • •
    Communication
  • •
    Leadership
  • •
    Time Management
  • •
    Teamwork
  • •
    Relationship Building
  • •
    Problem Solving

Roles & Responsibilities

  • Executive-level communication skills with ability to navigate conflict and encourage honest dialogue.
  • Data management domain knowledge with SaaS software experience.
  • Knowledge of business processes (Sales, Marketing, Service) and automation.
  • BA/BS or equivalent education with at least 5 years of relevant professional experience; multilingual (Portuguese, Spanish, and English).

Requirements:

  • Manage onboarding process for new Informatica customers.
  • Work with customer teams to build and enhance their Informatica skillsets and identify/use case definitions for Informatica products.
  • Develop shared outcome-based Success Plans and track/report key metrics for customer adoption and success.
  • Marshal internal resources and cross-functional teams to drive positive outcomes for the customer.

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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.

Senior Success Guide
We're looking for a Senior Success Guide candidate to join our team in City of Mexico. This role is hybrid - that means 3 times a week working from the office.

You will report to the Director, Customer Success EMEA/LATAM.
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
- Portuguese, Spanish and English.

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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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