Senior Customer Architect | Public Sector

We are actively seeking a Customer Architect (Washington DC Metro area is preferred), 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 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, penchant 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.

In your role, a key 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.

The Technical Success Plans act as a roadmap, outlining the efficient consumption and deployment of Elastic solutions in the customer's environment. They detail the vital steps for implementation, highlight achievements for successful consumption or expansion, and provide and impact aligned to the customer’s business goals. By actioning this plan, you will be seen as the trusted advisor, guiding the customer towards achieving their desired outcomes, thereby ensuring their success.

From providing technical guidance and sharing standard methodologies to aligning technical objectives with the customers' business goals, your work is instrumental in facilitating smooth adoption, sustained usage, and increased consumption of our solutions. This hands-on role requires you to be proactive, with a keen understanding of our customers' technical landscape and a dedication to making their journey with Elastic solutions successful and valuable.

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).

Key Responsibilities

• 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 utilization 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 needed, 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, streamlined 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).
• Cultivate ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic solu