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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.

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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 Customer Success Manager:

We're looking for a Customer Success Manager candidate to join our team in
in London and look after out Public Sector Customers. This role is hybrid.
You will report to the Portfolio Lead, Customer Success EMEA North/UKI.
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 Public Sector 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

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.

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

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.