Senior Customer Success Technical Architect

1 month ago

Singapore CONFLUENT SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

With Confluent, organisations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better everyday – we're creating an entirely new category within data infrastructure - data streaming. This technology will allow every organisation to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.

One Confluent. One team. One Data Streaming Platform.

Data Connects Us.


About the Role:

The Senior Customer Success Technical Architect serves as the technical champion for our enterprise customers. In this role, you will function as the primary point of contact for all technical, product and support questions on a day-to-day basis and will coordinate with the various Confluent teams to ensure that resources are leveraged efficiently to make your customers successful. In this role, you will have the opportunity to build broad experience with Kafka, the Confluent Platform and work with a variety of organizations ranging from new start-ups to large enterprise customers. Throughout all of these interactions, you will build strong relationships with customers, ensure exemplary delivery standards, and have a lot of fun helping our customers build state-of-the-art streaming data infrastructure alongside colleagues who are widely recognised as leaders in this space.


What You Will Do:

  • Champion and advocate for the customer within Confluent - you will be the voice of the customer and will have to coordinate between Confluent Sales, Product, Services, Support and Training teams to drive customer success
  • Developing and presenting periodical customer reviews to Confluent senior management
  • When necessary, roll up your sleeves and dig in to help address customer issues alongside Confluent Support Engineers and Core Engineering
  • Leverage knowledge of your customers environments to assist Support Engineers and Professional Services teams in better serving your customers
  • Leverage knowledge of your customers environments and use cases to influence the roadmap of Confluent products
  • Complete analysis and present periodic reviews of operational performance to customer leadership
  • Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning
  • Help to educate your accounts on best practices for using Confluent platform
  • When necessary, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g. professional services engagements, training sessions, on-site visits, etc.)

What You Will Bring:

  • Demonstrated success in Customer Success, Customer Support or Professional Services function for a product/SaaS company with enterprise customers
  • Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision
  • Ability to learn new technology quickly, as well as a strong interest in doing so
  • Excellent communication skills and an ability to concisely explain tricky issues and complex solutions
  • Experience with Java Virtual Machine (JVM) tuning and troubleshooting
  • Experience with operating Linux, you know how to configure, tune and troubleshoot both RedHat & Debian based distributions
  • Exceptional interpersonal communications capabilities demonstrated through a history of successful B2B infrastructure software development projects
  • Project management experience, as you will need to be able to coordinate across various Confluent teams to ensure success for your accounts
  • Bachelor level degree in Computer Science or an engineering, mathematics, or another quantitative field
  • Ability to thrive in ambiguity in a fast-paced, deadline oriented start-up environment
  • Demonstrated ability to manage multiple projects at a time while paying strict attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention
  • Previous experience helping customers build solutions that use Apache Kafka alongside Hadoop, relational and NoSQL databases, message queues, and related products
  • Prior experience working for a technology start-up
  • Proficiency in Java and distributed systems
  • Willingness to travel 25% of the time to visit your local accounts

Tell employers what skills you have

Excellent Communication Skills
Cloud solutions
Big Data
Customer Support
Architect
Hadoop
Customer Success
B2B
Attention to Detail
Customer Satisfaction
Java
Professional Services
Databases
Linux
Software Development

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