Reltio is a company that believes data should fuel business success. The Manager, Customer Architect role focuses on fostering strong customer relationships and maximizing customer experience by leading a team of customer architects and ensuring customers achieve maximum value from Reltio's solutions.
Responsibilities:
- Lead and mentor a team of customer architects, fostering a collaborative and high-performing environment
- Set clear performance goals, provide regular feedback, and conduct performance reviews
- Develop and implement training programs to enhance the team's technical and customer engagement and advocacy skills
- Develop and implement a market-leading enterprise concierge account strategy aligned with the company's goals of scalability and efficiency
- Define and track KPIs to measure team and account performance, ensuring alignment with company goals
- Identify and implement process improvements to enhance efficiency and effectiveness
- Own and manage strategic customer accounts, driving $6 million in annual contract value (ACV) in the capacity of a customer architect
- Drive standardization of concierge services and existing operations
- Present technical knowledge of architectural designs, including integration approaches
- Deliver workshops and advisory services to enhance customer technical understanding, promoting optimal product usage and alignment with Reltio’s best practices
- Hands-on experience working technically with customer engineering (Support), Advanced customer engineering, and cross-functional teams
- Manage customer portfolio of tickets, resolutions, and product enhancement requests
- Own dedicated escalation paths with customers, coordinating resources and driving timely resolution of tickets to exceed customer expectations
- Act as a single point of contact for customer engineering issues
- Stay at the forefront of industry trends and challenges and offer Reltio’s customers informed and proactive guidance
- Participate in customer engagement initiatives, including executive business reviews and CSAT/NPS surveys to cultivate strong partnerships
- Develop advocacy paths for customer needs, translating them into documentation and product enhancement requests
- Deliver the highest quality customer/partner experience and engage in highly technical discussions
- Ability to travel to customer sites upon request
- Other duties and responsibilities as assigned
Requirements:
- Bachelor's degree in computer science engineering or similar field of study
- 5+ years experience working with Reltio or similar data management platforms in a customer facing capacity
- 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
- Minimum of one year leading other individuals or project teams
- Strong business acumen and experience managing customer accounts with significant ACV
- Excellent communication, problem-solving, risk management, and project management skills
- Experience in observability and monitoring tools such as LogDNA, CloudWatch, etc
- Experience interfacing directly with Product Management and engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases
- Excellent reporting/analytical skills - experienced in developing dashboards with reporting technologies and influencing customers/partners by sharing action-oriented insights
- Experience supporting both Enterprise-focused applications, preferably with a focus on data management, analytics, and big data platforms and technologies
- Accountability - acceptance of responsibility and willingness to commit to and deliver measurable work and results
- Prior experience working with data products within enterprise space
- Prior experience working with Salesforce, Snowflake, GoogleBigQuery, etc