Senior Customer Architect

Description:

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.

What Is The Role

We are actively seeking a Customer Architect based in Canada with a strong understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. This role requires fluency in both English and French, as you will engage with customers in bilingual environments.

You should possess a strong technical background, preferably with experience in cloud-based software solutions. We value individuals who are passionate about staying at the forefront of technology trends, have a growth mindset, and are excited to learn and implement new technologies. While previous experience with Elastic solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers' challenges is critical.

This key role involves not only driving the adoption of Elastic solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion.

As a 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 exceed customer expectations. Your technical expertise, business acumen, and ability to deliver value will enhance the customer experience, leading to ongoing satisfaction and expansion within the Elastic portfolio.

A crucial part of this role is defining and communicating technical success criteria for our customers. You will craft detailed Technical Success Plans tailored to each customer’s goals and key metrics. These plans serve as roadmaps, outlining the optimal deployment and consumption of Elastic solutions, detailing steps for implementation, key milestones, and success metrics.

By executing these plans, you will be seen as a trusted advisor, guiding customers toward their desired outcomes, ensuring their success, and driving deeper engagement with Elastic solutions.

What You Will Be Doing
 

• Ensure customers derive significant value from Elastic solutions, eliminating technical friction, and driving increased adoption and consumption.
• Collaborate closely with the account team, including the Account Executive and Solutions Architect (Pre-sales Engineer), to provide ongoing technical coverage and support while the team focuses on identifying new opportunities.
• Define and execute Technical Success Plans for each customer, ensuring optimal use of Elastic solutions to achieve business objectives.
• Guide customers through their technical journey, from onboarding to continued adoption and expansion.
• Clearly articulate the value proposition of Elastic solutions and align them with the customer's business goals.
• Work closely with customers to identify and resolve technical challenges, ensuring a smooth implementation and increased utilization of Elastic solutions.
• Act as a bridge between customers and support teams, ensuring an optimized resolution experience that enhances customer satisfaction.
• Partner with the Services Team to deliver personalized, frictionless solutions tailored to customer needs.
• Develop a deep understanding of customers' business requirements and translate them into technical solutions leveraging Elastic products.
• Identify opportunities for expansion—at which point the account team takes over to drive growth in annual recurring revenue (ARR).
• Foster strong, ongoing customer relationships to drive continuous value and increase ARR.
• Continuously assess customer usage of Elastic solutions, proactively recommending enhancements and upgrades to drive further adoption.
   

What You Will Bring
 

• Fluency in French and English is required to support customers in bilingual environments.
• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field is highly preferred.
• Seeking candidates located in Canada’s Eastern Time Zone, with the ability to support customers across various regions.
• Proven experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer, preferably with hands-on experience in Observability, Security, or Enterprise Search.
• Familiarity with Elastic solutions (Elasticsearch, Logstash, Kibana) or equivalent technologies is a plus.
• Strong communication and presentation skills, with the ability to engage both technical and non-technical stakeholders.
• Excellent interpersonal skills, with the ability to build trusted relationships with customers and internal teams.
• Demonstrated problem-solving skills, with a track record of delivering innovative solutions.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Security Clearance Status is preferred