Description
As a Customer Success Architect (CSA), you will collaborate with your team to address detailed technical questions and enable features/functions that yield positive business outcomes for customers. Working closely with Product, you will drive best practices within the business line to enhance customer experiences and adoption. As a key partner to Customer Success Managers and R&D teams, you will provide advanced technical support and recommendations. All in all, your expertise will contribute to a feedback loop that promotes best practices, improves tools, and elevates both customer experience and team enablement. In this agile, communicative, and innovative team, your role will significantly impact customer success and business results!
There won’t be any typical day in this position, but here's a glimpse at your responsibilities:
- Maintain a strong and up to date understanding of Coveo’s platform and how to apply it to specific customer environments within their respective line of business.
- Collaborate with Product Experts (SME) to translate their knowledge into effective learning experiences for our CSMs and customers.
- Collaborate with the education services team to build and enhance current education and training programs and participate in knowledge management creation within respective lines of business.
- Coveo Connect contributors to increase customer self service and drive community collaboration.
- Provide 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.
Amongst other things, here's what could accelerate your success in this role:
- Ability to quickly grasp and simply present complex technological and business concepts to large audiences.
- Highly processed-oriented mentality with superior strategic and analytical skills.
- Ease in translating 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 in a technical role and demonstrated success in deploying change management.
- A passion for identifying technical solutions to meet customer's business goals.
- Experience with Service and Support operations and related KPIs is a significant plus.
- Experience with Ecommerce architecture and analytics is a significant plus as well as with Salesforce Service Cloud and Community Cloud and/or ServiceNow CSM platforms.
We have a fit? Join the Coveolife!
