Customer Architect

At Reltio®, an SAP Company, we believe data should fuel your success in the enterprise AI era. Our  Context Intelligence Platform turns fragmented data into a trusted, connected context so AI agents and systems can act with expert-level judgement at enterprise scale. Reltio’s cloud-native SaaS platform harmonizes, unifies, and governs data across sources and formats—including unstructured data—in real time, turning them into data assets that can be mobilized in milliseconds to any application, user, or AI agent. Trusted by more than 200 of the world’s largest brands across industries such as life sciences, financial services, healthcare, and technology, we fuel frictionless operations and help enterprises accelerate innovation and reduce risk.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and industry and analyst recognition for our technology, our culture, and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary: 

The Customer Architect has a passion for fostering strong customer relationships and maximizing customer experience. This dynamic role combines industry expertise with technical knowledge to ensure customers achieve maximum value from our solutions. As a  Customer Architect, you will focus on Strategic Technical Alignment, Operational Excellence and Expedited Issue Resolution and customer advocacy. If you thrive on problem-solving, building strategic partnerships, and driving operational excellence, we want to hear from you!

Job Duties and Responsibilities:

• Serve as the technical expert on Reltio platform capabilities for customers as they develop solutions aligning with the customer’s business needs. 
• 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.
• Ensure a seamless onboarding experience, setting the foundation for long-term customer satisfaction.
• Participate in customer engagement initiatives, including executive business reviews and CSAT/NPS surveys to cultivate strong partnerships.
• Advocate 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. 

Skills You Must Have: 

• Bachelor’s degree in computer science engineering or similar field of study.
• 5+ years of experience working in a technical support capacity.  
• 5+ years of experience supporting enterprise products in a SaaS in a customer-facing role. 
• 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.
• 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.
• Excellent communication, problem-solving, risk management, and project management skills.

Skills That Are Nice to Have:  

• Prior experience working with data products within enterprise space. 
• Prior experience working with Salesforce, Snowflake, GoogleBigQuery, etc.