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. 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 Elastic solutions are exceeding customer’s expectations.
\nYour 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.
\nCollaborate 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.
\nUnderstand 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.
\nAs 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).
\nFoster 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.
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