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Manager, Customer Architecture

United Kingdom

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

We are actively seeking a Manager for our Customer Architects (CA) in EMEA with demonstrable experience in leading successful teams.  You will have an understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and 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 solutions 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 our Elastic solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion. 

You will lead a team working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions are exceeding customer’s expectations. . Your proven leadership, eye for business, and ability to identify/deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the elastic portfolio. The role will be based out of either London or the Netherlands, with the ability to travel occasionally to our London or Amsterdam office. 

Key responsibilities

  • Leading and growing a team of CA's
  • Owning a full portfolio of Enterprise customers, you will be responsible for Renewal Rates, Customer Consumption, and a measure of Expansion
  • Leading and guiding the entire post-sales customer lifecycle, including onboarding, ongoing initiatives, and renewal phases
  • Strategizing with the direct sales organization on account planning, growth, and renewals
  • Acting as an escalation point for renewals strategy, critical account issues, and ongoing account planning
  • Accurately forecasting renewals and upsells
  • Providing leadership and vision to Global Leadership Team, spearheading a number of strategic initiatives

What you bring to the role

  • Dynamic leadership skills, demonstrable of experience leading and growing Customer Success teams
  • Minimum of 10 years of experience in a CSM, Technical Account Management or Pre Sales related role in a relative and fast-paced technology company
  • Minimum of 5 years in a post-sales, Customer Success Leadership role, overseeing a team of individual contributors
  • Track record of developing close relationships with sales and other related organizations
  • Ability to manage and lead internal strategic initiatives
  • Demonstrated experience building the processes and procedures of an evolving team
  • Strategic, analytical thinker who isn’t afraid to roll up their sleeves and get into the weeds
  • A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals
  • An understanding of Software Development life cycles and project management skills
  • A deep understanding of Big Data and the techniques used to build modern complex data systems at scale
  • Effective communicator of programs and concepts at all levels
  • High degree of integrity and honesty; demonstrated ability to exercise confidentiality and neutrality in complex and sensitive situations

Bonus Points: 

  • Knowledge of Big Data, Cloud, NoSql, Search, and Logging products

 

#LI-PF1

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.

Please see here for our Privacy Statement.

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