Senior Customer Architect

Who you are

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred
• Validated experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer, with hands-on experience with Elastic solutions or equivalent technologies
• Experienced with one or more Elastic solutions (Observability, Security, Enterprise Search) or the Elastic 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

What the job involves

• As a Sr 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 Elastic 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 elastic 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
• They detail the necessary steps for implementation, highlight achievements for successful consumption or expansion, and provide 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 Elastic 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 Elastic 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 Elastic solutions to achieve their business objectives
• Ensure a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of Elastic solutions
• Understand and articulate the value proposition of Elastic 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 Elastic 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 Elastic 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 Elastic solutions, further driving ARR
• Continuously review and assess customer consumption of Elastic solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption

Benefits

• Toast to your health: Fully paid health coverage for you and your family, in many locations.
• Craft your calendar: Flexible location and schedule for most roles.
• Create space for you: Distributed by design workforce, plus generous number of vacation days each year.
• Embrace parenthood: Minimum of 16 weeks of parental leave, plus generous family formation benefits.
• Give back your time: 40 hours each year to use toward volunteering with organizations and causes you’re passionate about.
• Amplify your impact: Double your charitable giving — we match donations up to $1500 USD (or local currency equivalent).