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SFDC Administrator

Location: Bengaluru, Karnataka, India

Notice

This position is no longer open.

Job Number: 22239

Position Title: Senior Software Engineer

External Description:

Our Ideal Candidate

Informatica is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We are passionate about our product, and we live for our customers.  We have high expectations and a career at Informatica means challenging you to always be better. 

The Customer Success Operations Specialist is responsible for simplifying, communicating, tracking and driving the proactive/reactive processes for our customer engagement methodology. He/she will collaborate closely with the Sales and Customer Success departments and will mainly be dealing with Customer Success Managers within our existing customer accounts and their renewals/upsells. At quarter end he/she will also be asked to support the sales teams and take care of any new business and services orders.

A key element of his/her responsibility will be the administration of Gainsight customer success software and developing the strategy of the tool’s future architecture.

 

Key Responsibilities

  • Stronger business acumen and ability to understand the business value of the product
  • Ability to build and analyze reports using BI tools and Salesforce.
  • Usage report monitoring – making sure it is always active
  • Expanding Proactive Monitoring and looking for trends in the data to indicate a bigger issue, build a more predictable proactive monitoring process
  • Understand the org to account/opportunity relationship and drive org management and org reporting with the PM space
  • Manage the administration, configuration, and maintenance of Customer Success tool (Gainsight) within Salesforce.com.
  • Assistance with creating, establishing and managing policies/procedures for Informatica’s Customer Success methodology, with a goal of increasing customer satisfaction and retention.
  • Create and perform Customer Success training as required. Can include training on the use of CRM, the demonstration of best practices and CSM Methodology, as well as new process introductions.
  • Coordinate, prioritize, execute, and report on all Customer Success field initiatives including surveys, NPS, references, case studies, and more.
  • Assist BI team in developing comprehensive reporting that will be used to support the business and ensure compliance is occurring.
  • Collaborate with other internal groups to define and document internal and cross-functional processes.

 

Job Requirements

  • Minimum 3-4 years as a Business Analyst or Business Operations Analyst with SFDC experience.
  • Gainsight Experience is added advantage.
  • Minimum 3 years customer care experience preferred.
  • Well-developed project planning and operational execution skills.
  • Working knowledge of reviewing contracts and other legal documents.
  • Experience collaborating with senior level executive staff (both internal and external/customer).
  • Energetic self-starter and independent worker who is comfortable working in a fast-paced environment.
  • Proven ability to establish and maintain relationships with customers
  • Excellent written and verbal communication skills.
  • Strong English Fluency.
  • Proven organizational skills with the ability to multi-task.
  • Should have worked with customers in the US, Europe  or Australia
  • Should have worked and handled Business Intelligence or Reporting Tools – ability to create reports.

Deliverables

  • 30 days: Learn, be familiar with Informatica solutions, positioning, competition, and product suite. Internalize Informatica customer success stories and Customer Success systems and processes.
  • 60 days: Begin to engage your portfolio of customers. Become fluent in their history, their goals with Informatica, and the Informatica team supporting them.
  • 90 days: Be fully ramped and executing against your initial portfolio of customers. Take ownership of the engagement, retention, and growth of our customers.

City: Bangalore

State: Karnataka

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: SFDC Administrator

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EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement:

Location_formattedLocationLong: Bangalore, Karnataka IN

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