Customer Architect

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Job Description

Elastic is a company that enables everyone to find answers in real-time using all their data at scale. We unleash the potential of businesses and people by bringing together the precision of search and the intelligence of AI.

We are 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 have a strong technical background and experience in cloud-based software solutions. We value individuals who are passionate about staying at the forefront of technology trends with a growth mindset and excited to learn and implement new technologies.

This role involves driving the consumption of Elastic solutions by aligning them with customer business objectives, onboarding customers, securing adoption, and facilitating expansion. As a Trusted Technical Advisor, you will work with customers and complementary groups like Field and Services Teams to ensure that Elastic solutions exceed customer expectations.

Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience leading to continued satisfaction and expansion within the elastic portfolio. You will define and communicate technical success criteria for our customers, crafting detailed Technical Success Plans tailored to specific customer goals and critical metrics.

The Technical Success Plans will act as a roadmap, outlining optimal consumption and deployment of Elastic solutions in the customer's environment. They will detail vital steps for implementation, highlight achievements for successful consumption or expansion, and provide efficiency aligned to customer business goals.

You will be seen as the trusted advisor, guiding the customer towards achieving their desired outcomes, thereby ensuring their success and satisfaction. Your work will involve providing technical guidance, sharing standard methodologies, and aligning technical objectives with customer business goals to facilitate smooth adoption, sustained usage, and increased consumption of our solutions.

  • Collaborate closely with account teams to provide ongoing technical coverage and support.
  • Define technical success plans for each customer, outlining optimal use of Elastic solutions to achieve business objectives.
  • Ensure successful technical customer journey, from onboarding to adoption, while continuously driving consumption of Elastic solutions.
  • Understand and articulate the value proposition of Elastic solutions and align them with customer business goals.
  • Work closely with customers to identify and eliminate technical frictions, promoting smoother adoption and implementation of Elastic solutions.
  • Liaise between customers and support teams to ensure optimized support resolution experiences.
  • Collaborate with Service Teams to deliver personalized, frictionless solutions that meet unique customer needs.
  • Develop comprehensive understanding of customer business needs and translate these into technical requirements for Elastic solutions.
  • Foster ongoing customer relationships, ensuring customers continue to increase utilization of Elastic solutions, further driving annual recurring revenue (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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