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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 excellence, combining industry expertise with deep platform knowledge to maximize customer value and drive operational excellence.
You will be responsible for strategic technical alignment with customers, ensuring they achieve maximum value from Reltio's cloud-native SaaS platform. Key responsibilities include:
• Serve as the primary technical expert on Reltio platform capabilities, architectural designs, and integration approaches for assigned customer accounts
• Deliver workshops and advisory services to enhance customer technical understanding and promote best practices
• Work hands-on with customer engineering teams, support, and cross-functional Reltio teams to resolve complex technical issues
• Manage customer portfolios including ticket resolution, escalation coordination, and product enhancement requests
• Act as a single point of contact for customer engineering issues, owning dedicated escalation paths and driving timely resolution
• Ensure seamless onboarding experiences and participate in executive business reviews, CSAT/NPS surveys, and customer engagement initiatives
• 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
Reltio's Context Intelligence Platform harmonizes, unifies, and governs data across sources and formats in real time, enabling AI agents and systems to act with expert-level judgment at enterprise scale. The company serves over 200 of the world's largest brands across life sciences, financial services, healthcare, and technology.
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 on escalations and product requirements
• Strong reporting and analytical skills with 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
Nice to have:
• Prior experience with data products in the enterprise space
• Experience with Salesforce, Snowflake, Google BigQuery, or similar platforms
