Customer Architect

2 weeks ago

Singapore Elastic Full time

Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere.

From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale.

Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems.

Founded in 2012,
Elastic is a distributed company with Elasticians around the globe. Learn more at
.


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.


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.

Your technical expertise, business acumen, 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 KPIs.


The Technical Success Plans act as a roadmap, outlining the optimal consumption and deployment of Elastic solutions in the customer's environment.

They detail the necessary steps for implementation, highlight milestones 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 best practices 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.


Key Responsibilities

  • Collaborate closely with the account team, including the Account Executive and the Solutions Architect (Presales 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 handson technical expert, 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.
  • Identify 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 maximize 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.

Qualifications

  • Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.
  • Proven experience in a similar role such as Solutions Architect, Technical Consultant, or Presales Engineer, with handson 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 interpersonal skills, with the ability to build relationships with

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