高级客户架构师
Senior Customer Architect
Elastic，一家搜索人工智能公司，让每个人都能实时利用所有数据找到所需答案，实现规模化——释放企业和个人的潜力。Elastic 搜索人工智能平台被超过 50% 的财富 500 强企业使用，将搜索的精准性和人工智能的智能相结合，使每个人都能加速实现关键成果。通过充分利用所有结构化和非结构化数据——更有效地保障和保护隐私信息——Elastic 基于云的完整解决方案，涵盖搜索、安全和可观测性，帮助组织实现人工智能的承诺。
#### **职位职责**
我们正在积极寻找一位具备技术理解力并拥有关键 IT 领域实际经验的客户架构师，特别是在可观测性、网络安全和企业搜索方面。您应具备扎实的技术背景，最好有基于云的软件解决方案的经验。
我们重视那些对紧跟技术趋势充满热情、具有成长型思维，并热衷于学习和应用新技术的人。虽然之前使用 Elastic 解决方案的经验不是必需条件，但渴望采用我们的解决方案并有效应用于解决客户挑战的积极性至关重要。这一关键角色不仅包括推动 Elastic 解决方案的使用，使其与客户的业务目标保持一致，还包括客户上手、获得认可以及促进扩展。
作为客户架构师，您将成为客户信赖的技术顾问，与客户及现场和客服团队等互补团队紧密合作，确保 Elastic 解决方案超越客户的期望。您的技术专长、商业洞察力和交付价值的能力将加快并提升客户体验，从而带来客户的持续满意和在 Elastic 产品组合中的扩展。
在您的职责中，一个重要的部分是定义和传达客户的成功技术标准。这包括根据客户的特定目标和关键指标制定详细的技术成功计划。
技术成功计划作为路线图，概述了客户环境中 Elastic 解决方案的最佳使用和部署方式。它详细说明了实施所需的步骤，突出成功使用或扩展的成就，并提供
查看英文原文
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.
#### **What is The Role**
We are actively seeking a 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’s expectations. Your technical expertise, eye 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 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.
The Technical Success Plans act as a roadmap, outlining the optimal consumption and deployment of Elastic solutions in the customer's environment. They detail the necessary steps for implementation, highlight achievements for successful consumption or expansion, and provide and effectiveness 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 and satisfaction.
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 commitment 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).
#### **What You Will Be Doing**
- 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.
- The nature of the work that you will be doing will require a high percentage of work onsite with customers, and you should be expected to travel as a result of this requirement
#### What You Bring
- 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) and how to align them with business objectives is a plus.
- Excellent communication and presentation skills.
- Strong social skills, with the 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.
Compensation for this role is in the form of base salary plus a variable component, that together comprise the On-Target Earnings (OTE). On-Target Earnings (OTE) are based on a 70/30 pay mix (base salary / target variable).
The typical starting OTE range for new hires in this role is listed below. This range represents the lowest to highest OTE we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future.
An employee's position within the OTE range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.
Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program. Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.
The typical starting salary range for this role is:
$107,500—$170,100 USD
The typical starting Target Variable range for this role is:
$46,000—$72,800 USD
The typical starting On-Target Earnings (OTE) range for this role is:
$153,500—$242,900 USD
### **Additional Information - We Take Care of Our People**
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
- Competitive pay based on the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave
Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email [candidate_accessibility@elastic.co](mailto:candidate_accessibility@elastic.co). We will reply to your request within 24 business hours of submission.
Applicants have rights under Federal Employment Laws, view posters linked below: [Family and Medical Leave Act (FMLA)](https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf) Poster;[Pay Transparency Nondiscrimination Provision](https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf) Poster; [Employee Polygraph Protection Act (EPPA)](https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppabw.pdf) Poster and [Know Your Rights](https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf) (Poster)
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