Customer Architect

About the Position

Customer Architect

Germany

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.

Responsibilities

As a Customer Architect, you will be responsible for:

• Collaborating 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.
• Defining the technical success plan for each customer, outlining the optimal use of Elastic solutions to achieve their business objectives.
• Ensuring a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of Elastic solutions.
• Understanding and articulating the value proposition of Elastic solutions and aligning them with the customer's business goals.
• Working closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of Elastic solutions.
• Liaising 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, collaborating with the Service Team to deliver personalized, frictionless solutions that meet the unique needs of each customer.
• Developing a comprehensive understanding of the customer's business needs and translating these into technical requirements for Elastic solutions.
• Finding opportunities for expansion, at which point the account team takes over to expand the subscription, aiming to grow annual recurring revenue (ARR).
• Fostering ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic solutions, further driving ARR.
• Continuously reviewing and assessing customer consumption of Elastic solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption.
• The nature of the work that you will be doing will require a high percentage of work onsite with customers, and you should be expected to travel as a result of this requirement.

Requirements

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.
• Fluency in German & English is required for this role. Fluency in French is a plus.
• 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.

We Offer

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with minimum of 16 weeks of parental leave

Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email [email protected]. We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

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