Customer Architect

Overview

Elastic, the Search AI Company, enables real-time answers across data stic’s cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

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 stay at the forefront of technology trends with a growth mindset and are excited to learn and implement new technologies. Prior experience with Elastic solutions is not required, but an eagerness to adopt our suite and apply it to solve customer challenges is critical. 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 Customer Architect, you will be a Trusted Technical Advisor, collaborating with the customer and with Field and Services Teams to ensure Elastic solutions exceed expectations. Your technical expertise, business sense, and ability to deliver value will accelerate customer satisfaction and expansion within the Elastic portfolio.

You will define and communicate technical success criteria for customers, crafting detailed Technical Success Plans tailored to each customer’s goals and critical metrics.

The Technical Success Plans act as a roadmap for optimal consumption and deployment of Elastic solutions in the customer environment. They detail steps for implementation, highlight milestones for successful consumption or expansion, and align effectiveness with the customer’s business goals. Acting on this plan, you will be the trusted advisor guiding the customer toward desired outcomes.

From providing technical guidance and sharing standard methodologies to aligning technical objectives with business goals, your work facilitates smooth adoption, sustained usage, and increased consumption of Elastic solutions.

Your chief aim is to ensure the customer derives significant value, eliminates technical frictions, and drives uptake and application of Elastic solutions to grow annual recurring revenue (ARR).

• Collaborate with the account team (Account Executive and Solutions Architect) to provide ongoing technical coverage and support while the account team focuses on new deals.
• Define the technical success plan for each customer, outlining the optimal use of Elastic solutions to achieve business objectives.
• Ensure a successful technical customer journey from onboarding to adoption, while continuously driving Elastic solution consumption.
• Articulate the value proposition of Elastic solutions and align them with the customer’s business goals.
• Identify and eliminate technical frictions with customers to promote smoother adoption and implementation of Elastic solutions.
• Liaise between customers and support to ensure an optimized resolution experience and smoother adoption.
• As a hands-on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet each customer’s needs.
• Develop a comprehensive understanding of the customer’s business needs and translate them into technical requirements for Elastic solutions.
• Find opportunities for expansion, with the account team taking over to grow ARR.
• Foster ongoing customer relationships to increase utilization of Elastic solutions and drive ARR growth.
• Continuously review and assess customer consumption, proactively suggesting upgrades and enhancements that increase value and usage.

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field is highly preferred.
• Fluency in English is required.
• Validated experience in a similar role (Solutions Architect, Technical Consultant, or Pre-sales Engineer) with hands-on experience with Elastic solutions or equivalent technologies.
• Experience with one or more Elastic solutions (Observability, Security, Enterprise Search) or the Elastic Stack and ability to…