Elastic is a leading Search AI Company that enables everyone to find the answers they need in real time, using all their data, at scale.
The Elastic Search AI Platform brings together the precision of search and the intelligence of AI to enable everyone to accelerate results that matter.
We are seeking a Customer Architect with expertise in technology and hands-on experience in key IT domains, including Observability, Cybersecurity, and Enterprise Search.
This role involves driving the consumption of our Elastic solutions by aligning them with customer business objectives and onboarding customers to secure adoption and expansion.
As a Trusted Technical Advisor, you will work closely with customers and complementary groups to ensure Elastic solutions exceed expectations.
You will define and communicate technical success criteria for our customers, creating detailed Technical Success Plans tailored to specific goals and metrics.
These plans act as a roadmap, outlining optimal consumption and deployment of Elastic solutions, detailing necessary steps for implementation, highlighting achievements, and providing effectiveness aligned to customer business goals.
Your primary aim will be to ensure customers derive significant value, eliminate technical frictions, and propel uptake and application of Elastic solutions.
Key Responsibilities
* Collaborate closely with the account team to provide ongoing technical coverage and support.
* Define the technical success plan for each customer, outlining the optimal use of Elastic solutions to achieve business objectives.
* Ensure successful technical customer journey, from onboarding to adoption, while driving the consumption of Elastic solutions.
* Understand and articulate the value proposition of Elastic solutions and align them with customer business goals.
* Work closely with customers to identify and eliminate technical frictions, promoting smoother adoption and implementation of Elastic solutions.
* Liaise between customers and support to ensure optimized support resolution experience.
* Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Elastic solutions.
* Foster ongoing customer relationships, ensuring continued increase in utilization of Elastic solutions and driving annual recurring revenue (ARR).
* Continuously review and assess customer consumption of Elastic solutions, suggesting upgrades and enhancements that increase value and drive further consumption.
* This role requires high onsite work with customers and travel.
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, 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).
* Excellent communication and presentation skills.
* Australian Security Clearance required for this role.
* Strong social skills, with 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.
* Experience working within the Australian Public Sector.