We are actively seeking a Principal Customer Architect with an understanding of technology and deep expertise in Vector & GenAI Enterprise Search. You should possess a strong technical background, preferably with experience in cloud-based software solutions. We value individuals who are passionate about staying at the forefront of technology trends with a growth mindset and excited to learn and implement new technologies. While previous experience with Elastic GenAI Search is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers’ challenges is critical. This key role involves not only driving the consumption of Elastic GenAI Search by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion. As a Customer Architect, you will be the Trusted Technical Advisor, working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic GenAI Search are exceeding customer’s expectations. Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the elastic portfolio. 

In your role, a crucial part of your responsibility is defining and communicating the technical success criteria for our customers. This involves crafting detailed Technical Success Plans tailored to the specific customers goals and critical metrics. The Technical Success Plans act as a roadmap, outlining the optimal consumption and deployment of Elastic Gen AI Search in the customer’s environment. They detail the necessary steps for implementation, highlight achievements for successful consumption or expansion, and provide the pathway to the customer’s business goals. By actioning this plan, you will be seen as the trusted advisor, guiding the customer towards achieving their desired outcomes, thereby ensuring their success and satisfaction.

From providing technical guidance and sharing standard methodologies to aligning technical objectives with the customers’ business goals, your work is instrumental in facilitating smooth adoption, sustained usage, and increased consumption of our GenAI Search solutions. This hands-on role requires you to be proactive, with a keen understanding of our customers’ technical landscape and a commitment to making their journey with Elastic GenAI Search successful and valuable. Your chief aim will be to ensure the customer derives significant value, eliminate technical frictions, and propel the uptake and application of Elastic GenAI Search solutions, with the ultimate goal of growing annual recurring revenue (ARR).

Key Responsibilities

• Act as a technical leader and subject matter expert in Elastic GenAI solutions, guiding customers in designing and implementing solutions that leverage Elastic’s GenAI capabilities.
• Collaborate closely with the account team, including the Account Executive and the Solutions Architect (Pre-sales engineer), to provide ongoing technical coverage and support, while the account team focuses on identifying new deals.
• Define the technical success plan for each customer, outlining the optimal use of Elastic soutions to achieve their business objectives.
• Ensure a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of Elastic GenAI Search.
• Understand and articulate the value proposition of Elastic GenAI Search and align them with the customer’s business goals.
• Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of Elastic GenAI Search.
• Liaise between customers and support , as necessary, to ensure an optimized support resolution experience smoothing the adoption curve for the customer.
• As a hands-on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet the unique needs of each customer.
• Develop a comprehensive understanding of the customer’s business needs and translate these into technical requirements for Elastic GenAI Search.
• Find opportunities for expansion, at which point the account team takes over to expand the subscription, aiming to grow annual recurring revenue (ARR).
• Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic GenAI Search, further driving ARR.
• Continuously gather feedback from customers and internal stakeholders to drive product improvements and innovation in our Generative AI offerings.

Qualifications

• Deep technical expertise in Generative AI technologies and methodologies, with a focus on large language models (LLM) and fine-tuning techniques.
• Proven experience architecting end-to-end Generative AI solutions for enterprise customers, preferably in a cloud-based environment
• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.
• Validated experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer, with hands-on experience with GenAI Search or equivalent technologies.
• Excellent communication and presentation skills.
• Strong social skills, with the ability to establish relationships with customers and team members.
• Demonstrated problem-solving skills, with a track record of delivering innovative solutions.
• Ability to lead multiple projects simultaneously and meet deadlines.