Customer Architect

The role

The Customer Architect serves as a technical expert on Reltio platform capabilities to help customers develop solutions. You will focus on strategic technical alignment, operational excellence, and customer advocacy.

What you will do

• Serve as the technical expert on Reltio platform capabilities for customers.
• Present technical knowledge of architectural designs including integration approaches.
• Deliver workshops and advisory services to enhance customer technical understanding.
• Work technically with customer engineering, Advanced customer engineering, and cross-functional teams.
• Manage customer portfolio of tickets, resolutions, and product enhancement requests.
• Own dedicated escalation paths with customers and coordinate resources.
• Act as a single point of contact for customer engineering issues.
• Offer proactive guidance based on industry trends and challenges.
• Ensure a seamless onboarding experience.
• Participate in customer engagement initiatives like executive business reviews and CSAT/NPS surveys.

Required qualifications

• 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.
• Excellent reporting/analytical skills.
• Experience supporting both Enterprise-focused applications, preferably with a focus on data management, analytics, and big data platforms and technologies.
• Accountability.
• Excellent communication, problem-solving, risk management, and project management skills.

Nice to have

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

About the company

Reltio is an SAP Company with a cloud-native SaaS platform that harmonizes, unifies, and governs data. The company was founded on a distributed workforce and offers flexible work arrangements.