Jobs / Singapore / Elasticsearch INC
Senior Customer Architect
Elasticsearch INC · 🌍 Singapore, SG
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Sponsor Radar — Elasticsearch INC
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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 As a Sr 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. In your role, a crucial part of your responsibility is defining and communicating the technical success criteria for our customers. This involves crafting detailed Technical Success Plans tailored to the specific customers goals and critical metrics. The Technical Success Plans act as a roadmap, outlining the optimal consumption and deployment of Elastic solutions in the customer's environment. They detail the necessary steps for implementation, highlight achievements for successful consumption or expansion, and provide and effectiveness aligned to the customer's business goals. By actioning this plan, you will be seen as the trusted advisor, guiding the customer towards achieving their desired outcomes, thereby ensuring their success and satisfaction. From providing technical guidance and sharing standard methodologies to aligning technical objectives with the customers' business goals, your work is instrumental in facilitating smooth adoption, sustained usage, and increased consumption of our solutions. This hands-on role requires you to be proactive, with a keen understanding of our customers' technical landscape and a commitment to making their journey with Elastic solutions successful and valuable. What You Will Be Doing • Your chief aim will be to 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). • 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 technic