Senior Customer Architect

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.

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. We value individuals who are passionate about staying at the forefront of technology trends with a growth mindset and 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 consumption of our 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 are exceeding customer expectations.

Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience, leading to continued satisfaction and expansion within the Elastic portfolio. In your role, a crucial part of your responsibility is defining and communicating the technical success criteria for our customers. This involves crafting detailed Technical Success Plans tailored to the specific customers’ goals and critical metrics, outlining the optimal consumption and deployment of Elastic solutions in the customer’s environment, and ensuring their success and satisfaction.

• 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 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 smoothing the adoption curve for the customer.
• 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, aiming to grow annual recurring revenue (ARR).
• Foster 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.

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or…