Customer Architect

The Customer Architect role at Elastic is a key position that involves being a trusted technical advisor to customers. The main responsibility is to ensure that Elastic solutions are exceeding customer expectations and aligning with their business objectives. This includes defining and communicating technical success criteria, crafting detailed Technical Success Plans, and providing technical guidance to customers. The goal is to facilitate smooth adoption, sustained usage, and increased consumption of Elastic solutions, ultimately driving customer satisfaction and revenue growth.

• Collaborate closely with the account team to provide ongoing technical coverage and support
• Define the technical success plan for each customer
• Ensure a successful technical customer journey, from onboarding to adoption
• 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
• Liaise between customers and support to ensure optimized support resolution experience
• Collaborate with the Service Team to deliver personalized solutions for each customer
• Develop a comprehensive understanding of the customer's business needs and translate them into technical requirements
• Find opportunities for expansion and work with the account team to grow annual recurring revenue
• Foster ongoing customer relationships and drive increased utilization of Elastic solutions
• Continuously review and assess customer consumption of Elastic solutions and suggest upgrades and enhancements

• Understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search
• Strong technical background, preferably with experience in cloud-based software solutions
• Passionate about staying at the forefront of technology trends with a growth mindset
• Eagerness to adopt Elastic solutions and apply them effectively to solve customers' challenges
• Ability to drive the consumption of Elastic solutions by aligning them with customer business objectives
• Onboarding customers, securing adoption, and facilitating expansion of Elastic solutions
• Ability to define and communicate technical success criteria for customers
• Crafting detailed Technical Success Plans tailored to specific customer goals and critical metrics
• Providing technical guidance and sharing standard methodologies
• Aligning technical objectives with customers' business goals
• Proactive with a keen understanding of customers' technical landscape
• Commitment to making customers' journey with Elastic solutions successful and valuable
• Ability to ensure customer derives significant value, eliminate technical frictions, and propel the uptake and application of Elastic solutions
• Collaborating closely with the account team and Solutions Architect
• Understanding and articulating the value proposition of Elastic solutions
• Identifying and eliminating technical frictions for smoother adoption and implementation
• Liaising between customers and support for optimized support resolution experience
• Collaborating with the Service Team to deliver personalized, frictionless solutions
• Developing a comprehensive understanding of customers' business needs and translating them into technical requirements for Elastic solutions
• Finding opportunities for expansion and driving annual recurring revenue (ARR)
• Foster ongoing customer relationships and increasing utilization of Elastic solutions
• Continuously reviewing and assessing customer consumption of Elastic solutions and suggesting upgrades and enhancements

• Competitive pay based on the work performed
• Health coverage for employees and their families in many locations
• Flexible locations and schedules for many roles
• Generous number of vacation days each year
• Matching charitable giving program
• Up to 40 hours each year for volunteer projects
• Minimum of 16 weeks of parental leave
• Equal opportunity and diversity commitment
• Accessibility and inclusion for individuals with disabilities