Customer Solution Architect

 

Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.

 

Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.

 

Become part of our winning team and help us create a world that works better.

 

Responsibilities

 

The Customer Solution Architect (CSA) will be a customer centric technical thought leader and evangelist within TeamViewer DEX. They will support the success of the organisation by removing technical barriers and enabling our customers to utilise the TeamViewer DEX (formerly1E) platform to their best effect.  

In addition, this role is responsible for providing technical expertise to help customers achieve measurable outcomes with SaaS migrations, upgrades, deployments and lifecycle management. The CSA will work collaboratively with Customer Success Managers (CSMs) to assist in ensuring long term success, value and retention of the TeamViewer customers.  

 

• Be a Product and Platform subject matter expert (SME). 
• Guide customers through business-critical changes and opportunities – adhering to industry standards and best practices. 
• Develop technical documentation and designs to aid in the scoping and implementation of solutions. 
• Provide grounded, feasible, and detailed feedback to internal Product Teams to aid platform growth. 
• Perform technical development of customer solutions to an MVP level. 
• Provide strategic business and technical level expertise to aid customer decisions and processes. 
• Work as a trusted advisor to all customer stakeholders to provide high-level proposals and solutions. 
• Deliver and lead workshops, discussions, and presentations around architecture, design & technical roadmap, aligning to business goals. 
• Create statements and proposals quantifying deliverables and effort for use by PS/Strategic teams. 
• Serve as a point of escalation for DEX services including PS, support and EE teams. 
• Identify and lead integration discussions - providing guidance for the customer and feedback to internal product teams. 
• Drive and identify value of new product offerings, providing forward thinking solutions and paths to customer adoption. 
• Encourage customer participation in TeamViewer initiatives (Webinars, Roadshows, Product Feedback, Early Access Programs etc). 
• Obtain knowledge and certifications of TeamViewer DEX Platform and solutions.   
• Communicate clearly to both customer contacts and internal colleagues.   

 

Requirements

 

• 3-5 years of experience in delivering Solutions and / or Technical Customer Success services for software vendors. 
• Good experience deploying IT infrastructure and software 
• Experience in identifying software usage gaps to highlight opportunities for further product adoption and value 
• 3-5 years scripting experience, preference in PowerShell, Python, BASH, or SQL. 
• Experience and qualifications in Microsoft Endpoint Management (InTune, Configuration Manager) or other endpoint management solution 
• Experience and qualifications in ServiceNow Applications or similar ticketing system 
• Experience in basic software troubleshooting on various OS platforms 

• Demonstrates the value and purpose of services to prospects and customers. 
• Comprehensive understanding of customer success principles. 
• Strong technical skills and experience with Windows operating systems and enterprise software solutions. 
• Desire to learn and ability to pick up new skills and learn quickly. 
• Ability take initiative to find solut