Senior Customer Architect | Public Sector
About The Position
Endgame Systems, LLC, a subsidiary of Elastic, provides consulting services related to Elastic technology to Government agencies with heightened security needs. Elastic is a global leader in search technology, powering enterprise search, observability, and security solutions. As a Senior Customer Architect, you will serve as the Trusted Technical Advisor, collaborating with customers and internal teams to ensure Elastic solutions exceed expectations. Your role involves defining technical success criteria, crafting Technical Success Plans, and guiding customers towards achieving their desired outcomes. This hands-on position requires a proactive approach, a deep understanding of the customer's technical landscape, and a commitment to making their journey with Elastic successful and valuable, ultimately aiming to grow annual recurring revenue (ARR).
Requirements
- Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.
- Washington DC Metro area
- 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.
- Proven problem-solving skills, with a track record of delivering innovative solutions.
- Ability to lead multiple projects simultaneously and meet deadlines.
Responsibilities
- 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 utilization 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 needed, 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, streamlined 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).
- Cultivate 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.
Benefits
- Company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings
- Health coverage for you and your family
- Flexible locations and schedules for many roles
- Generous number of vacation days each year
- Double charitable giving - Match up to $1500 (or local currency equivalent)
- Up to 40 hours each year to use toward volunteer projects
- Minimum of 16 weeks of parental leave
- Competitive pay based on the work you do here and not your previous salary
- Stock program eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Senior
