Senior Customer Architect

Role Description

We are actively seeking a Senior Customer Architect with an understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. You should possess a strong technical background, preferably with experience in cloud-based software solutions.

As a Sr Customer Architect, you will be the Trusted Technical Advisor, working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions are exceeding customer's expectations. Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the elastic portfolio.

Your chief aim will be to ensure the customer derives significant value, eliminate technical frictions, and propel the uptake and application of Elastic solutions, with the ultimate goal of growing annual recurring revenue (ARR.

• Collaborate closely with the account team, including the Account Executive and the Solutions Architect (Pre-sales engineer), to provide ongoing technical coverage and support.
• 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.
• 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.
• Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic solutions.
• Continuously review and assess customer consumption of Elastic solutions, proactively suggesting upgrades and enhancements.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.
• Validated experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer.
• Experienced with one or more Elastic solutions (Observability, Security, Enterprise Search) or the Elastic stack (Elasticsearch, Logstash, Kibana) 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.

Requirements

• Compensation for this role is in the form of base salary. This role does not have a variable compensation component.
• The typical starting salary range for new hires in this role is $153,500 — $242,900 USD.
• In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply.
• Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders.
• This role is currently eligible to participate in Elastic's stock program.

Benefits

• 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 a minimum of 16 weeks of parental leave.