Description
The role of the Success Guide is crucial in helping customers to grow value and improve adoption of Informatica-powered data management and integration solutions.
You will provide prescriptive recommendations, best practices, and technical advice for improving adoption. You will deliver 1:1 Expert Coaching Sessions and Ad-Hoc Success Engagements. You will become an expert in Informatica products (Cloud Data Integration, Cloud Data Quality, Cloud Data Governance and MDM SaaS).
Responsibilities:
- Provide prescriptive recommendations, best practices, and technical advice for improving adoption
- Deliver 1:1 Expert Coaching Sessions and Ad-Hoc Success Engagements
- Become an expert in Informatica products (Cloud Data Integration, Cloud Data Quality, Cloud Data Governance and MDM SaaS)
- Help customers consistently achieve their business outcomes
- Leverage AI-assisted tools and automation to deliver timely, scalable recommendations and help customers realize value from AI-powered Informatica capabilities
- Stay up-to-date with emerging trends in data management, automation, and AI to provide forward-looking guidance to customers
- Generate positive feedback from customers, internal teams and leadership
- Show continued professional growth and development
- Operate an AI First engagement model for a high-volume book of business , using Salesforce Einstein and AI-powered health scoring to prioritize outreach, intervention, and scaled success motions
- Leverage generative AI to create personalized, high-quality customer communications, product adoption content, and success plans across a large portfolio with speed and consistency
- Apply AI-driven signals to identify expansion opportunities, feature adoption gaps, and renewal risks, acting through digital and low-touch engagement programs
- Continuously refine AI-assisted workflows based on customer response and engagement data, contributing to the optimization of scaled success programs
Requirements:
- Solid understanding of data integration, data governance, and enterprise data architecture concepts
- 3-5 yrs experience in post-sale role, preferably in the enterprise SaaS or data management space
- Proven ability to quickly learn new technologies
- Consultative and customer-focused approach and engagement style
- Ability to navigate, escalate, and lead efforts on complex customer requests
- Demonstrated ability to communicate, present and influence credibly and effectively with a variety of audiences (from developers to C-Suite)
- Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure
- Comfortable working in a fast-paced, global environment
- Experience managing a high volume of accounts using AI First and digital engagement strategies within a customer success or account management context
- Proficiency using Salesforce AI features and generative AI tools to generate and personalize content at scale, with strong judgment for reviewing outputs before delivery
- Data-driven mindset with the ability to interpret AI-generated signals and translate them into meaningful customer actions and business outcomes
- Familiarity with AI-powered health scoring, churn prediction, and engagement automation within Salesforce or equivalent CS platforms
Preferred Qualifications & Skills:
- Hands-on knowledge of Informatica products (IICS, PowerCenter, MDM, Data Quality, or similar) strongly preferred
- Familiarity with how AI and automation enhance data integration, data quality, and governance workflows
- Worked with global enterprise accounts across diverse cultures and geographies
- Language experience in French and Spanish would be good to have