Customer Architect

Reltio•Redwood City, CA

2d•$174,637 - $179,637•Remote

About The Position

Summary of Duties: Serve as the technical expert on Reltio platform capabilities for customers as they develop solutions aligning with the customer’s business needs. Ensure a seamless onboarding experience, setting the foundation for long-term customer satisfaction. Work with customer engineering (Support), Advanced customer engineering, and cross-functional teams. Own dedicated escalation paths with customers, coordinating resources and driving timely resolution of tickets to exceed customer expectations. Act as a single point of contact for customer engineering issues. Stay at the forefront of industry trends and challenges and offer Reltio’s customers informed and proactive guidance. Deliver workshops and advisory services to enhance customer technical understanding, promoting optimal product usage and alignment with Reltio’s best practices. Manage customer portfolio of tickets, resolutions, and product enhancement requests. Participate in customer engagement initiatives, including executive business reviews and CSAT/NPS (Customer Satisfaction and Net Promoter Score) surveys to cultivate strong partnerships. Advocate for customer needs, translating them into documentation and product enhancement requests. Deliver the highest quality customer/partner experience and engage in highly technical discussions.

Requirements

Position requires a Bachelor’s degree in Computer Science, Engineering, or a related field of study
Five (5) years of progressively responsible post-baccalaureate work experience in the position offered or related occupation.
5 years of experience working in a technical support capacity
5 years of experience supporting enterprise products in a SaaS (software as a service) in a customer-facing role
3 years of experience with public clouds such as AWS (Amazon Web Services), GCP (Google Cloud Platform), or Azure and their services
3 years of experience with REST APIs (Representational State Transfer Application Programming Interfaces) and integration tools
3 years of experience with on-premise or cloud MDM (Master Data Management) solutions
Experience in observability and monitoring tools such as LogDNA, and CloudWatch
Experience interfacing directly with Product Management, and engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases
Developing dashboards with reporting technologies and influencing customers and partners by sharing action-oriented insights
Experience supporting both Enterprise-focused applications with a focus on data management, analytics, and big data platforms and technologies
Risk management and project management
Working with data products within enterprise space
Working with Salesforce, Snowflake, and GoogleBigQuery

Responsibilities

Serve as the technical expert on Reltio platform capabilities for customers as they develop solutions aligning with the customer’s business needs.
Ensure a seamless onboarding experience, setting the foundation for long-term customer satisfaction.
Work with customer engineering (Support), Advanced customer engineering, and cross-functional teams.
Own dedicated escalation paths with customers, coordinating resources and driving timely resolution of tickets to exceed customer expectations.
Act as a single point of contact for customer engineering issues.
Stay at the forefront of industry trends and challenges and offer Reltio’s customers informed and proactive guidance.
Deliver workshops and advisory services to enhance customer technical understanding, promoting optimal product usage and alignment with Reltio’s best practices.
Manage customer portfolio of tickets, resolutions, and product enhancement requests.
Participate in customer engagement initiatives, including executive business reviews and CSAT/NPS (Customer Satisfaction and Net Promoter Score) surveys to cultivate strong partnerships.
Advocate for customer needs, translating them into documentation and product enhancement requests.
Deliver the highest quality customer/partner experience and engage in highly technical discussions.