Customer Architect

## Responsibilities - 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 their 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 closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of Elastic solutions. - Liaise between customers and support, as necessary, to ensure an optimized support resolution experience smoothing the adoption curve for the customer. - As a hands-on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet the unique needs of each customer. - Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Elastic solutions. - Find opportunities for expansion, at which point the account team takes over to expand the subscription, aiming to grow annual recurring revenue (ARR). - Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic solutions, further driving ARR. - Continuously review and assess customer consumption of Elastic solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption. ## Requirements - Strong technical background, preferably with experience in cloud-based software solutions. - Hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. - Passion for staying at the forefront of technology trends with a growth mindset and excitement to learn and implement new technologies. - Ability to drive the consumption of Elastic solutions by aligning them with customer business objectives. - Onboarding customers, securing adoption, and facilitating expansion. - Technical expertise, eye for business, and ability to deliver value to accelerate and improve the customer experience. - Define and communicate the technical success criteria for customers. - Craft detailed Technical Success Plans tailored to specific customer goals and critical metrics. - Act as a Trusted Technical Advisor, working with the customer and complementary groups like Field and Services Teams to ensure Elastic solutions exceed customer expectations. - Ensure the customer derives significant value, eliminate technical frictions, and propel the uptake and application of Elastic solutions, with the ultimate goal of growing annual recurring revenue (ARR). ## Nice to Have - Previous experience with Elastic solutions. - Eagerness to adopt Elastic's suite of solutions and apply them effectively to solve customer challenges. ## Benefits - The role involves working in tandem with the customer and complementary groups like Field and Services Teams to ensure Elastic solutions exceed customer expectations. - The role requires a proactive approach with a keen understanding of customers' technical landscape and a commitment to making their journey with Elastic solutions successful and valuable.