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About the Role
Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.
What is the Role
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. This key role involves not only driving the consumption of our Elastic solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion.
As a Customer Architect, you will be the Trusted Technical Advisor, working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions are exceeding customer’s expectations. Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the elastic portfolio.
Key Technical Responsibilities
- check_circle 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.
- check_circle Define the technical success plan for each customer, outlining the optimal use of Elastic solutions to achieve their business objectives.
- check_circle Ensure a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of Elastic solutions.
- check_circle Understand and articulate the value proposition of Elastic solutions and align them with the customer's business goals.
- check_circle Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of Elastic solutions.
- check_circle Liaise between customers and support, as necessary, to ensure an optimized support resolution experience smoothing the adoption curve for the customer.
- check_circle As a hands-on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet the unique needs of each customer.
- check_circle Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Elastic solutions.
- check_circle Find opportunities for expansion, at which point the account team takes over to expand the subscription, aiming to grow annual recurring revenue (ARR).
- check_circle Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic solutions, further driving ARR.
- check_circle Continuously review and assess customer consumption of Elastic solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption.
- check_circle Engage in a high percentage of work onsite with customers, requiring regular travel as a result of this requirement.
Prerequisites & Qualifications
- check Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.
- check Fluency in German & English is required for this role. Fluency in French is a plus.
- check 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.
- check 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.
- check Excellent communication and presentation skills.
- check Strong social skills, with the ability to establish relationships with customers and team members.
- check Demonstrated problem-solving skills, with a track record of delivering innovative solutions.
- check Ability to lead multiple projects simultaneously and meet deadlines.
About Elastic Greenhouse Board
Verified hiring organization details.
Elastic Greenhouse Board is a technology and software company based in the United States, operating as an active hiring employer.