Customer Architect

Summary

Elastic is a search AI company providing cloud-based solutions for search, security, and observability. The Customer Architect serves as a trusted technical advisor, guiding customers through onboarding, adoption, implementation, and expansion of Elastic solutions. The role defines technical success plans, resolves technical frictions, supports customer relationships, and drives increased solution consumption and annual recurring revenue.

Responsibilities

• 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
• The nature of the work that you will be doing will require a high percentage of work onsite with customers, and you should be expected to travel as a result of this requirement

Skills

• 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
• 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
• While previous experience with Elastic solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers' challenges is critical
• The nature of the work that you will be doing will require a high percentage of work onsite with customers, and you should be expected to travel as a result of this requirement
• 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
• 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
• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred
• 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

Qualifications

Must Haves

• 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
• 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
• While previous experience with Elastic solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers' challenges is critical
• The nature of the work that you will be doing will require a high percentage of work onsite with customers, and you should be expected to travel as a result of this requirement
• 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
• 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

Nice to Haves

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred
• 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

Benefits

• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• We match up to $2000 (or local currency equivalent) for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Minimum of 16 weeks of parental leave