Elastic Customer Architect - AMER 

United States, California, San Francisco 

274388112

Key Responsibilities

• Teaming with Customer Success Executives, Customer Engineers and leadership, strategize and build success plans to unlock customer adoption journeys
• Collaborate closely with the cross-functional 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 deal
• 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.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.

• Located in the West or East Coast

• 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.

• 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.

• Excellent communication and presentation skills.

• Strong social skills, with the ability to establish relationships with customers and team members.

• Demonstrated problem-solving skills, with a track record of delivering innovative solutions.

• Ability to lead multiple projects simultaneously and meet deadlines.