Customer Architect

Customer Architect

Requirements

• Fluency in French and English is required to support customers in bilingual environments.
• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field is highly preferred.
• Proven experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer, preferably with hands-on experience in Observability, Security, or Enterprise Search.
• Familiarity with Elastic solutions (Elasticsearch, Logstash, Kibana) or equivalent technologies is a plus.
• Strong communication and presentation skills, with the ability to engage both technical and non-technical stakeholders.
• Excellent interpersonal skills, with the ability to build trusted relationships with customers and internal teams.
• Demonstrated problem-solving skills, with a track record of delivering innovative solutions.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Security Clearance Status is preferred.

Responsibilities

• Ensure customers derive significant value from Elastic solutions, eliminating technical friction, and driving increased adoption and consumption.
• Collaborate closely with the account team, including the Account Executive and Solutions Architect (Pre-sales Engineer), to provide ongoing technical coverage and support while the team focuses on identifying new opportunities.
• Define and execute Technical Success Plans for each customer, ensuring optimal use of Elastic solutions to achieve business objectives.
• Guide customers through their technical journey, from onboarding to continued adoption and expansion.
• Clearly articulate the value proposition of Elastic solutions and align them with the customer’s business goals.
• Work closely with customers to identify and resolve technical challenges, ensuring a smooth implementation and increased utilization of Elastic solutions.
• Act as a bridge between customers and support teams, ensuring an optimized resolution experience that enhances customer satisfaction.
• Partner with the Services Team to deliver personalized, frictionless solutions tailored to customer needs.
• Develop a deep understanding of customers’ business requirements and translate them into technical solutions leveraging Elastic products.
• Identify opportunities for expansion—at which point the account team takes over to drive growth in annual recurring revenue (ARR).
• Foster strong, ongoing customer relationships to drive continuous value and increase ARR.
• Continuously assess customer usage of Elastic solutions, proactively recommending enhancements and upgrades to drive further adoption.

Preferred Qualifications

• Familiarity with Elastic solutions (Elasticsearch, Logstash, Kibana) or equivalent technologies is a plus.