Customer Experience Architect

Role Overview

• Serve as a named resource and partner for Digital.ai customer organizations.
• Forge deep relationships with customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers.
• Help to improve customers’ overall technical and operational health, realizing maximum value out of their Digital.ai investment.
• Support and take ownership of a portfolio of assigned customers, providing them with a single point of accountability.
• Establish regular cadence calls with key customers covering issues, roadmaps and any other items of interest and concern.
• Run a user group or webinar, showcasing how end users can get the most from our products.
• Build reputations and relationships as a Trusted Advisor to the customer.

Requirements

• Candidates must be located in France, ideally in the Paris area.
• Customer Service Orientation: A strong desire to help customers succeed, with a proactive approach to identifying and addressing their needs
• Communication Skills: Excellent verbal and written communication skills to explain complex technical concepts to non-technical users. This also includes active listening to understand customer needs.
• Technical Proficiency: Strong understanding of software development, databases, APIs, and relevant technologies –
• Experience in DevSecOps (App Hardening/Obfuscation)
• Familiarity with automation tools (Ansible, Terraform)
• Knowledge of at least one major toolchain (ADO, GitLab, GitHub, Atlassian)
• Working knowledge of Agile (Scrum, SAFe) and test automation (Appium, Selenium, Playwright)
• Exposure to mobile development and cloud/platform engineering concepts
• Familiarity with the specific tools and platforms used by the company is a plus (SFDC, Zendesk etc)
• Problem-Solving Abilities: Ability to diagnose and resolve technical issues efficiently. This includes troubleshooting skills and a methodical approach to problem-solving.
• Project Management: Ability to manage multiple customer accounts and projects simultaneously, ensuring timely and effective delivery of solutions.
• Interpersonal Skills: Building and maintaining strong relationships with customers, understanding their business goals, and acting as a trusted advisor.
• Training and Education: Experience in conducting training sessions, webinars, and creating educational materials to help customers maximize the use of the software.
• Analytical Skills: Ability to analyse customer data and usage patterns to identify opportunities for improvement and optimization.
• Adaptability: Flexibility to adapt to changing customer needs and evolving product features.
• Collaboration: Working effectively with cross-functional teams, including sales, product development, and engineering, to ensure customer success.
• Language: Fluency in French and English speaking/reading/writing skills

Tech Stack

• Ansible
• Cloud
• Selenium
• SFDC
• Terraform

Benefits

• 25 days PTO and 12 days RTT
• Comprehensive pension plan
• Work from home allowance
• Unlimited access to continuous learning and professional development with TalentLMS
• Flexible working arrangements
• Opportunity to work with a diverse, globally distributed team