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Description
In this role, you will serve as a trusted advisor and strategic partner to Informatica's enterprise customers, guiding them through their post-sales journey with a focus on adoption, value realization, and long-term success. You will work closely with cross-functional teams — including Customer Success, Professional Services, Product, and Engineering — to ensure customers achieve their desired business outcomes through the effective use of Informatica's data management solutions.
Key Responsibilities
- Assist in developing and executing tailored customer success plans aligned with customers’ business objectives and Informatica’s solutions to drive consumption and adoption health.
- Partner with customers across all levels of their organization — from executive sponsors and business owners to data stewards and technical practitioners — conducting structured business and technical sessions tailored to each audience's priorities and language.
- Drive deep discovery through rigorous questioning beyond surface requirements — uncovering root business processes, pain points, organizational dependencies, and gaps all the way down to product feature level.
- Conduct and document business and technical assessments to map the customer's current state, desired outcomes, and solution design — producing clear artifacts that guide adoption strategy and inform internal teams.
- Identify product feature gaps and limitations based on the customer's use case and solution design — setting clear expectations with customers and advocating internally with Product and Engineering teams to influence the roadmap.
- Proactively identify, document, and manage risks across business readiness, technical feasibility, and stakeholder engagement — escalating early and maintaining a living risk mitigation plan throughout the customer lifecycle.
- Respond promptly to customer questions with technical explanations of product features and capabilities
- Participate in delivering business reviews and presentations to demonstrate value and progress.
- Effectively adopt Agentic AI tools to accelerate the time to value.
Impact Of The Role
- We are seeking a motivated and customer-focused Customer Success Guide to join our Value Engineering Team, focused on managing at-risk accounts. In this critical role, you will drive customer success and retention by proactively addressing challenges and ensuring enterprise clients achieve their business outcomes through effective adoption and utilization of Informatica’s data management solutions. You will act as a trusted advisor, collaborating closely with customers and internal teams to foster long-term partnerships, mitigate risks, and maximize customer value.
- Collaboration and Teamwork: Collaboration is at the core of our success, and as a Informatica Customer Success Guide, you will have the opportunity to work closely with diverse teams of professionals. You will collaborate with customers and colleagues in order to help bolster a customer’s knowledge of the Informatica platform and to drive optimal usage.
Basic Requirements
- Bachelor’s degree in Degree in Computer Engineering/Technology, or related field.
- 5+ years of experience in customer success, account management, or related roles, preferably in enterprise software or data management.
- Expertise in Informatica Cloud (on-prem can also be considered) Data Governance Products or Master Data Management or related (Profisee MDM, Tibco, Boomi, Collibra, Alation, Talend)
- Demonstrated ability to manage customer relationships and contribute to driving business outcomes.
- Experience in a Pre-sales or Post-sales consulting role
- Experience with AWS or Azure or GCP Cloud Ecosystem would be preferable
- Knowledge of data management, cloud technologies, and digital transformation trends.
- Strong communication, negotiation, and presentation skills.
- Ability to work cross-functionally and collaborate effectively at various organizational levels.
- Customer-focused mindset with a passion for helping clients succeed and supporting enterprise customers.
Shift Timings - EMEA
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