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 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 language skills.
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