[Remote] Senior Customer Architect, General Business

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Note: The job is a remote job and is open to candidates in USA. Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale. They are looking for a Senior Customer Architect to work with their General Business segment, guiding customers in their technical and strategic success, while managing customer relationships and providing consultative guidance.


Responsibilities

  • Manage a portfolio of annual customers using high and low-touch engagement strategies based on customer needs and expansion potential
  • Provide consultative guidance across both cloud SaaS and on-premises deployments, including architectural recommendations, implementation support, and performance optimization
  • Drive customer expansion and renewals through proactive health assessments, business reviews, and value demonstration aligned with customer success metrics
  • Support at-scale customer engagement by handling inbound requests from Self-Service Cloud customers
  • Lead customer success initiatives including enablement content, webinars, and workshops.
  • Influence cross-functionally by synthesizing customer feedback and technical insights to improve team methodologies and provide strategic input to product and engineering teams

Skills

  • Bachelor's degree or equivalent with at least 7-10 years of relevant experience in customer-facing technical roles
  • Proven track record of managing complex customer relationships and driving technical success at scale
  • The ability to articulate the benefits of modern platforms, software and technology
  • Deep technical expertise with the ability to architect complex distributed systems architectures
  • Demonstrated ability to manage multiple customer relationships simultaneously using structured approaches
  • Strong presentation and communication skills for audiences ranging from developers to C-level executives
  • Strong knowledge of the Elastic Stack or similar technologies
  • Proven experience with Search, Observability, or Security use cases in enterprise environments, especially the intersection of Generative AI with these solutions (like Vector Search/RAG).
  • Previous experience in a Customer Success, Solutions Architecture, or Technical Account Management role
  • Experience covering customer portfolios in a high-growth technology company
  • Track record of working with both cloud and on-premises deployment models
  • Background in account management with annual contract customers

Benefits

  • Health coverage for you and your family in many locations
  • Generous number of vacation days each year
  • 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
  • Minimum of 16 weeks of parental leave

Company Overview

  • Elastic builds software to make data usable in real time and at scale for search, logging, security, and analytics use cases. It was founded in 2012, and is headquartered in Mountain View, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.elastic.co.

    • Company H1B Sponsorship

  • Elastic has a track record of offering H1B sponsorships, with 1 in 2024, 2 in 2022, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.

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