Customer Architect

Tech Sales Jobs; New York (NY); Sur place; USD 145 000 - 212 000; Plein temps

Résumé du poste

Reltio, an SAP Company, seeks a Customer Architect with strong customer relationships and technical prowess to maximize value from our Context Intelligence Platform. You will focus on Strategic Technical Alignment, Operational Excellence, and Expedited Issue Resolution while advocating for customer needs.

With 5+ years in technical SaaS support and cloud experience, you’ll partner with product and engineering teams and may travel to client sites as needed to ensure successful deployments and

Qualifications

• Bachelor’s degree in computer science or a related field.
• 5+ years of experience in technical support.
• 5+ years of experience supporting enterprise SaaS products in a customer-facing role.
• 3+ years of experience with Public Clouds AWS/GCP/Azure and their services.
• 3+ years of experience with REST APIs and integration tools.
• 3+ years of experience with on-premise or cloud MDM solutions.
• Experience in observability and monitoring tools such as LogDNA, CloudWatch, etc.
• Experience interfacing with Product Management and engineering teams to elevate and hunt product issues.
• Excellent reporting/analytical skills with dashboards and insights.

Responsabilités

• Serve as the technical expert on Reltio platform capabilities for customers aligning with business needs.
• Present technical designs including integration approaches.
• Deliver workshops and advisory services to enhance customer understanding and usage.
• Collaborate with Support and cross-functional teams on technical engagements.
• Manage customer portfolio of tickets, resolutions, and feature requests.
• Own escalation paths with customers and coordinate resources for timely resolution.
• Stay updated on industry trends and provide proactive guidance.
• Ensure seamless onboarding for long-term satisfaction.
• Participate in executive business reviews and CSAT/NPS surveys.

Connaissances

Bachelor’s degree

5+ years technical support

5+ years enterprise SaaS

3+ years cloud AWS/GCP/Azure

3+ years REST APIs

3+ years MDM

Observability tools

Cross-functional collaboration

Reporting/analytics

Enterprise data management focus

Formation

Bachelor’s degree in Computer Science

Outils

AWS

GCP

Azure

MDM platforms

Description du poste

Customer Architect

Location: New York, New Jersey, Massachusetts, Pennsylvania, Washington DC, Georgia, Texas, Illinois

Department: Sales

At Reltio®, an SAP Company, we believe data should fuel your success in the enterprise AI era. Our Context Intelligence Platform turns fragmented data into a trusted, connected context so AI agents and systems can act with expert-level judgement at enterprise scale. Reltio’s cloud-native SaaS platform harmonizes, unifies, and governs data across sources and formats—including unstructured data—in real time, turning them into data assets that can be mobilized in milliseconds to any application, user, or AI agent. Trusted by more than 200 of the world’s largest brands across industries such as life sciences, financial services, healthcare, and technology, we fuel frictionless operations and help enterprises accelerate innovation and reduce risk.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and industry and analyst recognition for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary:

The Customer Architect has a passion for fostering strong customer relationships and maximizing customer experience. This dynamic role combines industry expertise with technical knowledge to ensure customers achieve maximum value from our solutions. As a Customer Architect, you will focus on Strategic Technical Alignment, Operational Excellence and Expedited Issue Resolution and customer advocacy. If you thrive on problem-solving, building strategic partnerships, and driving operational excellence, we want to hear from you!

Job Duties and Responsibilities:

• Serve as the technical expert on Reltio platform capabilities for customers as they develop solutions aligning with the customer’s business needs.
• Present technical knowledge of architectural designs including integration approaches.
• Deliver workshops and advisory services to enhance customer technical understanding, promoting optimal product usage and alignment with Reltio’s best practices.
• Hands‑on experience working technically with customer engineering (Support), Advanced customer engineering, and cross‑functional teams.
• Manage customer portfolio of tickets, resolutions, and product enhancement requests.
• Own dedicated escalation paths with customers, coordinating resources and driving timely resolution of tickets to exceed customer expectations. Act as a single point of contact for customer engineering issues.
• Stay at the forefront of industry trends and challenges and offer Reltio’s customers informed and proactive guidance.
• Ensure a seamless onboarding experience, setting the foundation for long‑term customer satisfaction.
• Participate in customer engagement initiatives, including executive business reviews and CSAT/NPS surveys to cultivate strong partnerships.
• Advocate for customer needs, translating them into documentation and product enhancement requests.
• Deliver the highest quality customer/partner experience and engage in highly technical discussions.
• Ability to travel to customer sites upon request.
• Other duties and responsibilities as assigned.

Skills You Must Have:

• Bachelor’s degree in computer science engineering or similar field of study.
• 5+ years of experience working in a technical support capacity.
• 5+ years of experience supporting enterprise products in a SaaS in a customer-facing role.
• 3+ years of experience with Public Clouds AWS/GCP/Azure and their services.
• 3+ years of experience with REST APIs and integration tools.
• 3+ years of experience with on-premise or cloud MDM solutions.
• Experience in observability and monitoring tools such as LogDNA, CloudWatch, etc.
• Experience interfacing directly with Product Management, and engineering teams to elevation and hunting product issues as well as provide customer requirements for future product releases.
• Excellent reporting/analytical skills - experienced in developing dashboards with reporting technologies and influencing customers/partners by sharing action-oriented insights.
• Experience supporting both Enterprise-focused applications, preferably with a focus on data management, analytics, and big data platforms and technologies.
• Accountability - acceptance of responsibility and willingness to commit to and deliver measurable work and results.
• Excellent communication, problem‑solving, risk management, and project management skills.

Skills That Are Nice to Have:

• Prior experience working with data products within enterprise space.
• Prior experience working with Salesforce, Snowflake, GoogleBigQuery, etc.

At Reltio, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.

Overall Market Range

$145,000 — $211,500 USD

Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.