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Salary: USD 145,000 - 211,500 / annual
Reltio, an SAP Company, is seeking a Customer Architect to serve as a technical expert and trusted advisor for enterprise customers using our Context Intelligence Platform. This role bridges customer success and technical delivery, combining deep platform expertise with customer advocacy.
You will be responsible for ensuring customers achieve maximum value from Reltio's data harmonization and AI-ready solutions. Key responsibilities include:
• Serve as the primary technical expert on Reltio platform capabilities, working with customers to develop solutions aligned with their business needs
• Present and design technical architectures, including integration approaches and best practices
• Deliver workshops and advisory services to enhance customer technical understanding and optimize product usage
• Manage customer portfolios, including ticket resolution and product enhancement requests
• Own dedicated escalation paths, coordinating cross-functional resources and driving timely resolution of technical issues
• Act as a single point of contact for customer engineering escalations
• Participate in customer engagement initiatives including executive business reviews, CSAT/NPS surveys, and onboarding
• Advocate for customer needs by translating requirements into product enhancement requests and documentation
• Stay current with industry trends and provide proactive, informed guidance to customers
• Travel to customer sites as needed
This is a customer-facing technical role requiring both hands-on problem-solving and strategic partnership building. You will work closely with customer engineering teams, support, advanced engineering, and internal product/engineering teams.
REQUIREMENTS:
• Bachelor's degree in computer science, engineering, or similar field
• 5+ years of experience in technical support capacity
• 5+ years of experience supporting enterprise SaaS products in customer-facing roles
• 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 (Master Data Management) solutions
• Experience with observability and monitoring tools (LogDNA, CloudWatch, etc.)
• Experience interfacing with Product Management and engineering teams to escalate issues and provide customer requirements
• Strong reporting and analytical skills; experience developing dashboards and sharing action-oriented insights
• Experience supporting enterprise applications, preferably in data management, analytics, and big data platforms
• Excellent communication, problem-solving, risk management, and project management skills
• Accountability and commitment to delivering measurable results
NICE TO HAVE:
• Prior experience with data products in enterprise space
• Experience with Salesforce, Snowflake, Google BigQuery, or similar platforms
