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Senior Customer Success Technical Solutions Architect
2 months ago
About the Role:
The Senior Customer Success Technical Solutions Architect serves as the technical champion for our enterprise customers. In this role, you will function as the primary point of contact for all technical, product and support questions on a day-to-day basis and will coordinate with the various Confluent teams to ensure that resources are leveraged efficiently to make your customers successful.
Key Responsibilities:
- Champion and advocate for the customer within Confluent - you will be the voice of the customer and will have to coordinate between Confluent Sales, Product, Services, Support and Training teams to drive customer success
- Developing and presenting periodical customer reviews to Confluent senior management
- When necessary, roll up your sleeves and dig in to help address customer issues alongside Confluent Support Engineers and Core Engineering
- Leverage knowledge of your customers environments to assist Support Engineers and Professional Services teams in better serving your customers
- Leverage knowledge of your customers environments and use cases to influence the roadmap of Confluent products
- Complete analysis and present periodic reviews of operational performance to customer leadership
- Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning
- Help to educate your accounts on best practices for using Confluent platform
- When necessary, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g. professional services engagements, training sessions, on-site visits, etc.)
Requirements:
- Demonstrated success in Customer Success, Customer Support or Professional Services function for a product/SaaS company with enterprise customers
- Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision
- Ability to learn new technology quickly, as well as a strong interest in doing so
- Excellent communication skills and an ability to concisely explain tricky issues and complex solutions
- Experience with Java Virtual Machine (JVM) tuning and troubleshooting
- Experience with operating Linux, you know how to configure, tune and troubleshoot both Red Hat & Debian based distributions
- Exceptional interpersonal communications capabilities demonstrated through a history of successful B2B infrastructure software development projects
- Project management experience, as you will need to be able to coordinate across various Confluent teams to ensure success for your accounts
- Bachelor level degree in Computer Science or an engineering, mathematics, or another quantitative field
- Ability to thrive in ambiguity in a fast-paced, deadline oriented start-up environment
- Demonstrated ability to manage multiple projects at a time while paying strict attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention
- Previous experience helping customers build solutions that use Apache Kafka alongside Hadoop, relational and No SQL databases, message queues, and related products
- Prior experience working for a technology start-up
- Proficiency in Java and distributed systems
