Customer Success Architect

**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.

**Primary Components**:

- Customer Engagement (~75%) - Jaspersoft CSA’s should spend the majority of their time working with and supporting the technical enablement of Jaspersoft customers.
- Digital Library and Community Development (~15%) - Jaspersoft CSA’s should engage in enablement content development activities that continually modernize, build and expand Jaspersoft’s Digital Library and Community content.
- Training & Advancement (~10%) - Jaspersoft CSA’s must stay current on all required corporate & Customer Excellence training. Additionally, CSA’s are expected to have awareness of all the products in the Jaspersoft portfolio and reasonable depth for all products they support. Lastly, CSA’s should participate in ongoing individual advancement and training.

**Key Responsibilities**:

- Trust Building - Develop a trusted technical advisor relationship with clients.
- 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.

**Core Competencies**:

- Adaptability - Open to change, possessing self confidence.
- Building Collaborative Relationships - The ability to develop, maintain, and strengthen partnerships with others inside or outside of the organization who can provide information, assistance and support.
- Customer Orientation - Demonstrated concern for satisfying one’s external and/or internal customers.
- Ensure Customer Success - Ensure customer needs are fulfilled to promote the use and expansion of Jaspersoft products and services in existing accounts.
- Persuasive Communication - The ability to plan and deliver oral and written communications that are impactful and persuasive with their intended audiences.
- Thoroughness - Ensuring that one’s own and other’s work and information are complete and accurate; careful preparation for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.

**Qualifications**:

- Experience - 10+ years experience in software development and/or related field.
- Technical aptitude
- Strong software development and integration experience.
- Object-oriented and web development programming experience in Java, JavaScript and knowledge of open source frameworks (Spring).
- Experience with multiple platforms including Windows & Linux.
- Experience with cloud & containerized deployments (AWS, Docker, K8, etc)
- Experience with web API development and architecture (REST/Microservices).
- Experience in relational databases and SQL or PL/SQL.
- Experience with HTML/CSS.
- Broad awareness of the Jaspersoft capabilities, services, and products.
- In-depth knowledge of architecture frameworks and methodologies related to the Jaspersoft product.
- Broad knowledge of technology developments and trends.
- Proactive analytical e