Client Success Architect

Ji La Soan  Technologies is a trusted technology partner dedicated to helping organizations meet their business objectives through the right technology solutions. The company is known for being quick, responsive, and capable of addressing a wide range of technology needs, from infrastructure to software and integrations. Ji La Soan  Technologies focuses on aligning technology strategy with organizational goals to drive efficiency and growth.

Team members collaborate closely with clients to design and implement solutions that are practical, scalable, and results-oriented.

Ji La Soan  Technologies is a trusted technology partner dedicated to helping organizations meet their business objectives through the right technology solutions. The company is known for being quick, responsive, and capable of addressing a wide range of technology needs, from infrastructure to software and integrations. Ji La Soan  Technologies focuses on aligning technology strategy with organizational goals to drive efficiency and growth.

Team members collaborate closely with clients to design and implement solutions that are practical, scalable, and results-oriented.

As a Client Success Architect (CSA), you will serve as an advanced technical and client facing resource responsible for resolving more complex support issues, implementing technical solutions, and providing deeper expertise across client environments. Building on Client Success Technician (CST) responsibilities, you will independently analyze, diagnose, and remediate escalated issues across servers, networks, cloud platforms, and security systems. You will also lead network implementations and infrastructure migrations from planning through cutover, delivering a superior client experience through professionalism, accuracy, and efficiency.

You take a proactive role in identifying systemic issues, recommending improvements, assisting with project implementation, and mentoring CSTs. You serve as the primary point of contact for our clients to create and own their technology strategy and support roadmap.

• Serve as the escalation point for Client Success Technicians, owning and resolving complex technical issues across workstations, servers, networks, cloud environments, and security systems.
• Troubleshoot advanced issues involving Active Directory, Azure AD, Microsoft 365, VPN, VoIP, firewalls, switches, and backup systems.
• Diagnose and resolve recurring or systemic technical problems, document root causes, and implement preventive solutions.
• Handle escalated remote access, authentication, and connectivity issues.
• Advocate process improvements and tools that increase team efficiency and quality.

• Primary point of contact with retainer clients to map out technology strategy and support roadmap.
  
  Develop deep understanding of client environments, including infrastructure, integrations, workflows, and long-term technology goals.
• Assess current environment and needs based on the onboarding checklist.
  
  Create a path to success with necessary timeline and support infrastructure.
  
  Own and manage timeline, projects and SOPs for your assigned clients.
• Clearly identify and communicate deliverables required from the client and vendors to achieve. Organize meetings with the appropriate parties to ensure alignment.
• Plan and execute maintenance windows, patching, upgrades, and migrations.
• Proactively monitor and maintain client systems, addressing alerts and performance concerns before they impact operations.
  
  Communicate key account metrics in quarterly business reviews to clients (e.g. savings from recommendations, security incidents avoided, cases resolved by type, etc.)
• Suppo…