Principal Solutions Architect - Customer Success
CitrixOverview
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 (~70%) - This is a highly customer-facing role — Jaspersoft CSAs spend most of their time collaborating directly with Jaspersoft customers, guiding their technical enablement and building strong, trusted relationships.
- Training, Initiatives & Advancement (~20%) - Set and lead the team’s learning agenda, maintain expert-level knowledge across the product portfolio, design and deliver enablement for internal teams and drive cross-functional improvement initiatives using clear KPIs to measure and report impact.
- Digital Library and Community Development (~10%) - Jaspersoft CSA’s should engage in enablement content development activities that continually modernize, build and expand Jaspersoft’s Digital Library and Community content.
Key Responsibilities:
- Trust Building - Develop a trusted technical advisor relationship with clients.
- Strategy & Execution - Own and deliver cross-functional, high-impact programs: turn strategy into 1–2 year plans, improve processes, solve ambiguous problems with root-cause analysis, and align executives, customers, and vendors.
- Expertise & Leadership - Demonstrate deep domain mastery and program leadership; coach and develop teams while delivering quantifiable results on complex, cross-functional initiatives.
- 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.
Qualifications:
Experience - 12+ years experience in software development, solutions architecture, or a related field paired with a significant customer interaction experience.
Program Leadership - Proven record converting strategy into executable plans with measurable results at scale; senior program or operations leadership; strong executive communication.
Technical aptitude
Strong JAVA 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, 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 expertise and problem-solving approach.
Customer Management - Adept at all aspects of field customer interactions, including presentations, demonstrations, and proof-of-concepts with both business and technical audiences.
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.
Communication - Outstanding interpersonal and communications skills to maintain strong relationships with customers and colleagues. Strong written and verbal communication skills that allow you to communicate at all levels of an organization.
Education - A university-level Bachelor's degree in Computer Science, Engineering, or a related technical discipline is required. A Master's degree is a strong plus.
Language - Primary: English; French/German/Italian/Spanish/Other language(s) a plus.
Travel - Ability to travel occasionally when needed to meet with customers to build stronger relationships.
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.