Job Description

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Job Category

Customer Success

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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

In this role, you will lead the charge in driving success for Informatica strategic customers through technical expertise in integration and automation. You will provide personalized, one-on-one guidance and coaching to enterprise clients, helping them maximize the value of their Informatica engagement by implementing features that best fit their business requirements.

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.

• Serve as a technical coach to your colleagues in customer success team.

• 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 Sr 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.

  • 8+ 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).

  • Experience in a Pre-sales or Post-sales consulting role.

  • Demonstrated ability to manage customer relationships and contribute to driving business outcomes.

  • Knowledge of data management, cloud technologies, and digital transformation trends.

  • Strong communication, negotiation, and presentation skills.

  • Experience with AWS or Azure or GCP Cloud Ecosystem would be preferable.

  • 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

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 andbe your best, and our AI agents accelerate your impact so you cando 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

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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.