Customer Architect
United States Digital Space LLC
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Benefits offered by this job
Job summary
Search AI Company is seeking a Customer Architect with deep technical background in Observability, Cybersecurity, and Enterprise Search. You will align our cloud-based solutions with customer goals, onboard new customers, drive adoption, and enable expansion to grow ARR.
The role requires hands-on delivery, collaboration across teams, and frequent on-site work with customers. The ideal candidate has a strong product and technical mindset, fluency in English and German, and experience with
Qualifications
- Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.
- Fluency in German & English is required for this role. Fluency in French is a plus.
- Validated experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer.
- Experienced with one or more of the company solutions (Observability, Security, Enterprise Search) or the company stack (Elasticsearch, Logstash, Kibana).
- Excellent communication and presentation skills.
- Strong social skills, with the ability to establish relationships with customers and team members.
- Demonstrated problem-solving skills, with a track record of delivering innovative solutions.
- Ability to lead multiple projects simultaneously and meet deadlines.
Responsibilities
- Collaborate with the account team to provide ongoing technical coverage and support.
- Define the technical success plan for each customer.
- Ensure a successful technical customer journey from onboarding to adoption.
- Understand and articulate the value proposition of the company solutions and align with the customer's business goals.
- Identify and eliminate technical frictions, promoting smoother adoption and implementation.
- Liaise between customers and support to ensure an optimized resolution experience.
- As a hands-on technical authority, collaborate with the Service Team to deliver personalized solutions.
- Develop an understanding of the customer's business needs and translate these into technical requirements.
- Find opportunities for expansion to grow ARR.
- Foster ongoing customer relationships to increase utilization of the solutions.
- Review customer consumption and suggest upgrades to increase value and drive adoption.
- The role requires a high percentage of onsite work with customers and travel.
Skills
Education
Tools
Job description
the company, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The the company Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — the company’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.
We are actively seeking a Customer Architect with an understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. You should possess a strong technical background, preferably with experience in cloud-based software solutions.
We value individuals who are passionate about staying at the forefront of technology trends with a growth mindset and excited to learn and implement new technologies. While previous experience with the company solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers' challenges is critical. This key role involves not only driving the consumption of our the company solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion.
As a Customer Architect, you will be the Trusted Technical Advisor, working in tandem with the customer and complementary groups like Field and Services Teams to ensure that the company solutions are exceeding customer’s expectations. . Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the the company portfolio.
In your role, a crucial part of your responsibility is defining and communicating the technical success criteria for our customers. This involves crafting detailed Technical Success Plans tailored to the specific customers goals and critical metrics.
The Technical Success Plans act as a roadmap, outlining the optimal consumption and deployment of the company solutions in the customer's environment. They detail the necessary steps for implementation, highlight achievements for successful consumption or expansion, and provide and effectiveness aligned to the customer’s business goals. By actioning this plan , you will be seen as the trusted advisor, guiding the customer towards achieving their desired outcomes, thereby ensuring their success and satisfaction.
From providing technical guidance and sharing standard methodologies to aligning technical objectives with the customers' business goals, your work is instrumental in facilitating smooth adoption, sustained usage, and increased consumption of our solutions. This hands-on role requires you to be proactive, with a keen understanding of our customers' technical landscape and a commitment to making their journey with the company solutions successful and valuable.
Your chief aim will be to ensure the customer derives significant value, eliminate technical frictions, and propel the uptake and application of the company solutions, with the ultimate goal of growing annual recurring revenue (ARR).
Collaborate closely with the account team, including the Account Executive and the Solutions Architect (Pre-sales engineer), to provide ongoing technical coverage and support, while the account team focuses on identifying new deals.
Define the technical success plan for each customer, outlining the optimal use of the company solutions to achieve their business objectives.
Ensure a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of the company solutions.
Understand and articulate the value proposition of the company solutions and align them with the customer's business goals.
Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of the company solutions.
Liaise between customers and support, as necessary, to ensure an optimized support resolution experience smoothing the adoption curve for the customer.
As a hands-on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet the unique needs of each customer.
Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for the company solutions.
Find opportunities for expansion, at which point the account team takes over to expand the subscription, aiming to grow annual recurring revenue (ARR).
Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of the company solutions, further driving ARR.
Continuously review and assess customer consumption of the company solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption.
- The nature of the work that you will be doing will require a high percentage of work onsite with customers, and you should be expected to travel as a result of this requirement
Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.
- Fluency in German & English is required for this role. Fluency in French is a plus.
Validated experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer, with hands-on experience with the company solutions or equivalent technologies.
Experienced with one or more the company solutions (Observability, Security, Enterprise Search) or the the company stack (Elasticsearch, Logstash, Kibana) and how to align them with business objectives is a plus.
- Excellent communication and presentation skills.
- Strong social skills, with the ability to establish relationships with customers and team members.
- Demonstrated problem-solving skills, with a track record of delivering innovative solutions.
- Ability to lead multiple projects simultaneously and meet deadlines.
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, the company is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
- Competitive pay based on the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love<
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