At arenaflex, we're revolutionizing the way businesses approach technology and innovation. As a pioneer in the tech industry, we've made significant strides in embracing the public cloud, re-architecting our applications and data platforms, and harnessing the power of machine learning. Our AI/ML capabilities are at the forefront of what's possible in banking, and we're now looking for a talented Customer Solutions Architect to join our team.
**About arenaflex**
arenaflex has been a trailblazer in the tech industry, and our journey has been marked by significant milestones. We were the first large bank to go all-in on the public cloud, and we've since built a large engineering organization, moved to the cloud, re-architected our applications and data platforms, and embraced machine learning at scale. Our AI/ML capabilities are now at the forefront of what's possible in banking, and we're proud to have developed a suite of internal solutions uniquely designed to meet the challenges of a digital-first, cloud-first business at scale.
**Role Overview**
We're seeking a customer-centric, energetic, and highly-motivated individual to join our team as a Customer Solutions Architect. You'll be responsible for partnering with technically skilled customers, internal Product and Engineering teams, and other cross-functional verticals to deliver innovative solutions that meet their needs. As a Customer Solutions Architect, you'll need to be technically capable and credible in your own right, as well as effective in shaping the customer and solutions-focused skills of your team.
**Key Areas of Focus**
As a Customer Solutions Architect, you'll be responsible for the following key areas of focus:
* **Trusted Advisor**: You'll be the front line for our customer's tech, product, and cyber needs, as well as for solutioning product-specific improvements.
* **Customer Ambassador**: You'll represent the voice of the customer and the customer needs in internal discussions and working groups.
* **Demonstrate Value**: You'll focus on identifying the best solutions that bring value to our customers.
* **Thought Leadership**: You'll use research and customer solutioning experiences to build and share thought leadership both internally and externally.
* **Subject Matter Experts**: You'll focus on gaining deep understanding of our products and deep subject matter expertise across technology domains in order to best advise our customers, solve complex problems, and identify areas of improvement for our products.
* **Pre-Sales & Post-Sales**: You'll be focused on serving our customers predominantly in the Pre-Sales stages, as we determine how to best implement our products for their needs and also solve for any unique requests. You'll also focus on the Post-Sales stages, for those instances where customers will require solutions that were not part of their original product deployment.
* **Solution Oriented**: You'll focus on finding solutions to address every customer problem and need using every tool, skillset, and creativity at your disposal.
* **Channel Partnership**: You'll collaborate with Partner Sales Engineers and Partner Sellers on joint customer strategies and joint value props, as applicable for different products.
**Key Responsibilities**
As a Customer Solutions Architect, you'll be responsible for the following key responsibilities:
* **Cultivate trust and build relationships with customers**: You'll identify, document, and measure pain points and desired business outcomes, and effectively advocate and represent the voice of customers to influence organizational objectives, product roadmaps, and to improve the overall customer experience.
* **Manage relevant customer activity**: You'll identify risk and growth opportunities, and partner with internal teams to mitigate risks or close opportunities.
* **Build and manage key processes**: You'll build and manage key processes including product fit and tech fit discoveries, customer technical win, customer FAQs, customer objections, customer feedback, customer tech research, etc.
* **Serve as a knowledge resource and escalation point**: You'll serve as a knowledge resource and escalation point for coworkers and customers.
* **Autonomously work through complex situations**: You'll autonomously work through complex situations and ambiguous environments by building mechanisms and solutions to close gaps and grow the business.
* **Lead cross-functionally**: You'll lead cross-functionally to achieve organizational objectives, including the attainment of targets for customer solution needs, product fit, product growth, and evolvement.
* **Lead high customer satisfaction**: You'll lead high customer satisfaction through the use of data and proactive solutions.
* **Productively challenge the status quo**: You'll productively challenge the status quo with clarity, identifying and proposing different approaches and solutions.
* **Conduct periodic check-ins with customers**: You'll conduct periodic check-ins with customers to ensure product fit and to align on ways to drive more value together through technical solutioning.
* **Develop and maintain technical support procedures and policies**: You'll develop and maintain technical support procedures and policies.
* **Build credibility and trust**: You'll build credibility and trust within the team and with our business customers and stakeholders.
* **Drive architecture/design reviews**: You'll drive architecture/design reviews for our customers focused on business requirements, and as needed, design, plan, and manage architectural projects.
* **Analyze, define, and document requirements**: You'll analyze, define, and document requirements for data, workflow, logical processes, hardware, and operating system environment to support customer needs.
* **Work with business partners, architects, and other groups**: You'll work with business partners, architects, and other groups to identify technical and functional needs of systems, and determine priority of needs.
* **Stay current with new technology options and products**: You'll stay current with new technology options and products, evaluating which ones would be a good fit for the customer or even a good fit for arenaflex to develop.
**Basic Qualifications**
* **Bachelor's degree or military experience**: You'll need to have a Bachelor's degree or military experience.
* **At least 7 years of experience in a customer-facing role**: You'll need to have at least 7 years of experience in a customer-facing role in an organization or entrepreneurial context.
* **At least 5 years of experience with cloud services**: You'll need to have at least 5 years of experience with cloud services (AWS, GCP, Azure), or data clouds (Snowflake, Databricks), and data manipulation languages (SQL).
* **At least 4 years of experience working with cross-functional teams**: You'll need to have at least 4 years of experience working with cross-functional teams.
* **At least 3 years of experience with design, implementation, or consulting experience of distributed applications**: You'll need to have at least 3 years of experience with design, implementation, or consulting experience of distributed applications.
**Preferred Qualifications**
* **Master's Degree in Computer Science, Engineering, or Information Technology**: You'll need to have a Master's Degree in Computer Science, Engineering, or Information Technology.
* **High level of comfort communicating effectively across internal and external organizations**: You'll need to have a high level of comfort communicating effectively across internal and external organizations.
* **Experience in technical consulting and/or architecture engagements with large-scale customers or enterprises**: You'll need to have experience in technical consulting and/or architecture engagements with large-scale customers or enterprises.
* **2 + years of experience in developing, marketing, selling, or supporting a client-facing technical product or service at scale**: You'll need to have 2 + years of experience in developing, marketing, selling, or supporting a client-facing technical product or service at scale.
* **2 + years of experience in a cybersecurity role or understanding of cybersecurity concepts**: You'll need to have 2 + years of experience in a cybersecurity role or understanding of cybersecurity concepts with an ability to learn quickly and apply critical thinking when challenged with customer questions.
**Compensation and Benefits**
arenaflex offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. You'll have the opportunity to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI). Incentives could be discretionary or non-discretionary depending on the plan.
**Work Environment and Company Culture**
arenaflex is a dynamic and innovative company that values diversity, inclusion, and collaboration. We're committed to creating a work environment that's inclusive, supportive, and empowering. You'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional results and making a meaningful impact.
**How to Apply**
If you're a motivated and talented individual who is passionate about delivering exceptional results and making a meaningful impact, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll review your qualifications and experience. We look forward to hearing from you!