Customer Architect

Overview

Elastic is hiring a Customer Architect with an understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. A strong technical background, preferably with cloud-based software solutions, is desired. The role focuses on driving the consumption of Elastic solutions by aligning them with customer business objectives, onboarding customers, securing adoption, and facilitating expansion.

The Customer Architect acts as a Trusted Technical Advisor, collaborating with customers and cross-functional teams to ensure Elastic solutions meet customer expectations and deliver value. You will define and communicate technical success criteria and craft Technical Success Plans tailored to each customer’s goals and critical metrics. These plans guide optimal consumption and deployment, outline implementation steps, highlight milestones for consumption or expansion, and align with the customer’s business objectives.

Your work involves providing technical guidance, sharing standard methodologies, and aligning technical objectives with business goals to enable smooth adoption, sustained usage, and increased consumption of Elastic solutions. The role requires a proactive approach, a clear understanding of the customer’s technical landscape, and a commitment to delivering valuable outcomes.

Your primary aim is to ensure customers derive significant value, reduce technical frictions, and drive uptake of Elastic solutions to grow annual recurring revenue (ARR).

• 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 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 with customers to identify and eliminate technical frictions, promoting smoother adoption and implementation of Elastic solutions.
• Liaise between customers and support to ensure an optimized resolution experience and a smooth adoption curve.
• As a hands-on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet customer needs.
• Develop a comprehensive understanding of the customer’s business needs and translate them into technical requirements for Elastic solutions.
• Identify opportunities for expansion and coordinate with the account team to grow ARR.
• Foster ongoing customer relationships to increase utilization of Elastic solutions and drive ARR.
• Continuously review and assess customer consumption, proactively suggesting upgrades and enhancements to increase value.
• The role involves a high percentage of on-site work with customers and travel as required.

• 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 such as 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 (Elasticsearch, Logstash, Kibana) and the ability to align them with business objectives is a plus.
• Excellent communication and presentation skills.
• Strong interpersonal 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.

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