OVERVIEW

The Jaspersoft Customer Success team is committed to reaching beyond the boundaries of traditional support by intentionally growing mutually beneficial relationships with our clients, and we do this through active engagement to better understand their unique projects and partner with them to enhance their abilities/enable success with our products. The Customer Success Architect (CSA) is tasked with providing technical expertise to our clients as related to Jaspersoft. They work in tandem with the Customer Success Manager (CSM) to ensure customer adoption and expansion with the goal of providing a path towards both a successful subscription renewal and an expanded Jaspersoft footprint.

QUALIFICATIONS:

• Experience - 10+ years experience in software development, solutions architecture, or a related field paired with significant customer interaction experience.

ABOUT US:

Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.
Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.
If you need a reasonable accommodation due to a disability during any part of the application process, please email us at AskHR@cloud.com for assistance

• Trust Building - Develop a trusted technical advisor relationship with clients.
• Product Knowledge - Act as a thought leader and subject matter/product expert across relevant Jaspersoft products. Perform demonstrations/training/awareness building for new users across customers’ organizations.
• Technical Delivery - Works with the client and provides technical support in the following areas.
• Planning
• Delivery of Success Workshops to help understand the business use case with technical capabilities and limitations of the client.
• Development & delivery of Blueprints for success to aid in the architecture design and deployment.
• Capacity planning coaching
• Engagement scoping and planning
• Provide customer-specific product workshops and introductory training.
• Installation & upgrade assistance across relevant architectures including Linux, Windows, AWS, Docker, Clustering and Load Balancing.
• Performance Engagements
• Troubleshooting and resolving of general performance issues
• In depth analysis working hand-in-hand with clients to help identify hardware utilization issues
• Extended Support when technical issues aren’t covered under standard support plans.
• Collaborate - Promote sharing with internal functional counterparts and collaborates with CSM’s, Support, Engineering and Product Management to assist clients and help influence key feature decisions.
• Opportunity Upsell - Identifies and communicates up-sell opportunities to CSM to act upon.
• Digital Library & Community - Proactively participate in the development and ongoing maintenance of the Jaspersoft Digital Library & Community sites by identifying holes, developing new content and refreshing existing content.
• Reporting - Provides engagement status (to include technical issues and risks) to the CSM & client and logs both customer and internal activities.