Manager, Customer Architect

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