Customer Architect

Job Duties and Responsibilities

• Serve as the technical expert on Reltio platform capabilities for customers as they develop solutions aligning with the customer’s business needs.
• Present technical knowledge of architectural designs including integration approaches.
• Deliver workshops and advisory services to enhance customer technical understanding, promoting optimal product usage and alignment with Reltio’s best practices.
• Hands-on experience working technically with customer engineering (Support), Advanced customer engineering, and cross-functional teams.
• Manage customer portfolio of tickets, resolutions, and product enhancement requests.
• Own dedicated escalation paths with customers, coordinating resources and driving timely resolution of tickets to exceed customer expectations. Act as a single point of contact for customer engineering issues.
• Stay at the forefront of industry trends and challenges and offer Reltio’s customers informed and proactive guidance.
• Ensure a seamless onboarding experience, setting the foundation for long-term customer satisfaction.
• Participate in customer engagement initiatives, including executive business reviews and CSAT/NPS surveys to cultivate strong partnerships.
• Advocate for customer needs, translating them into documentation and product enhancement requests.
• Deliver the highest quality customer/partner experience and engage in highly technical discussions.
• Ability to travel to customer sites upon request.

Skills You Must Have

• Bachelor’s degree in computer science engineering or similar field of study.
• 5+ years of experience working in a technical support capacity.
• 5+ years of experience supporting enterprise products in a SaaS in a customer-facing role.
• 3+ years of experience with Public Clouds AWS/GCP/Azure and their services.
• 3+ years of experience with REST APIs and integration tools.
• 3+ years of experience with on-premise or cloud MDM solutions.
• Experience in observability and monitoring tools such as LogDNA, CloudWatch, etc.
• Experience interfacing directly with Product Management, and engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases.
• Excellent reporting/analytical skills - experienced in developing dashboards with reporting technologies and influencing customers/partners by sharing action-oriented insights.
• Experience supporting both Enterprise-focused applications, preferably with a focus on data management, analytics, and big data platforms and technologies.
• Accountability - acceptance of responsibility and willingness to commit to and deliver measurable work and results.
• Excellent communication, problem-solving, risk management, and project management skills.

Skills That Are Nice to Have

• Prior experience working with data products within enterprise space.
• Prior experience working with Salesforce, Snowflake, GoogleBigQuery, etc.