Customer Success Architect

1 month ago

Montreal, Canada Coveo Solutions inc. Full time
The Challenge

As a Customer Success Architect (CSA) it is your core responsibility, together with your team, to support detailed technical questions and feature/function enablement that deliver positive business outcomes for customers. You will work closely with Product to create and drive best practices within the corresponding line of business to provide an exceptional experience for our customers and drive adoption. The role of a CSA: The role will include being a key partner for our Customer Success Managers, research and development teams, working closely with customers, as well as assisting those who require more advanced technical recommendations and support. Your knowledge and experiences will also be leveraged as a part of a continuous feedback loop to drive best practices and tooling required to increase adoption, retention and overall customer experience as well as drive internal team enablement as subject matter experts. A successful candidate will wear many hats, and your work will have a real impact on the success of customers and their business. You’ll be part of an agile and bright team that embraces open communication, empowerment, innovation, teamwork and a shared focus on customer success. Your Profile

To be successful in this role, you must have an ability to rapidly understand and translate clients’ business challenges and concerns into a solution oriented discussion while measuring the Coveo product impact. Engage in persuasive communication skills for presenting to all customer levels, from CTOs/CIOs, to engineering managers and developers. As well as displaying resourcefulness, creativity and strategic thinking for troubleshooting problems. There won’t be any typical day in this position, but some priorities to focus on: Have a strong understanding of Coveo’s platform and how to apply it to each customer environment within the respective line of business. Collaborate with Product Experts (SME) to translate their knowledge into effective learning experiences for our CSMs and customers Collaboration with Education Services team to build and enhance current education and training programs Knowledge Management creation within respective lines of business Coveo Connect contributors to increase customer self service and drive community collaboration Expert level Support for CSMs in their role to drive adoption and consumption of new features as well as provide consultative feedback regarding implementation enhancements or expansion opportunities. Among other things, we will be requiring: Able to quickly grasp and simply present complex technological and business concepts. Highly process-oriented individual with superior strategic and analytical skills. Translate clients’ business challenges and concerns into a solution oriented discussion while measuring the Coveo product impact. Knowledge and experience with customer support and case management Prior experience in a customer facing, technical role and demonstrated success in deploying change management A Passion for identifying technical solutions to meet customer's business goals A high degree of comfort and proficiency in leading group discussions, public speaking and training large groups of people Experience with Service and Support operations and related KPIs is a significant plus Experience with eCommerce architecture and analytics is a significant plus Experience working with Salesforce Service Cloud and Community Cloud and/or ServiceNow CSM platforms are a significant differentiator for this role We have a fit?

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