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The best Customer Success Architects help customers accelerate delivery, overcome obstacles, chart the most efficient and effective course forward, and maximize the value from their Jitterbit solution. Client success architects leverage deep expertise in integration and extensive experience in technology and business process reengineering to engage and advise customers. CSA’s listen well to understand a customer’s business objectives. They render this knowledge into working sessions, integration designs, and onsite engagements that expand Jitterbit’s footprint within the customer. In doing so, the CSA enhances client satisfaction and, over time, retains the customer and expands their use of Jitterbit.
The environment for this role is fast-paced. The corporate spotlight shines brightly on the CSA reflecting the executive team’s and Board of Director’s keen interest in retention and expansion - both key CSA metrics. CSAs working in collaboration with Customer Success Managers (CSM) must prioritize the highest potential opportunities and threats to the business and focus on the most at risk customer and also those with the highest potential to expand their use of Jitterbit. This requires the ability to succinctly and accurately assess the client’s situation, chart a path to success, and work with the client to deliver success. A strong predictor of success for a CSA Manager is the ability to manage several complex customer success scenarios simultaneously. The CSA must be able to quickly establish confidence with key client execs and technical team members and then lead them to make the right decisions and execute quickly.
1. Master the Jitterbit Platform: During the first 60 days learn the Jitterbit platform and be able to quickly and efficiently implement integration and API scenarios. Complete all Jitterbit University courses and certifications. Review and familiarize yourself with all supporting documentation, best practices and enablement assets such as templates. Understand the most prevalent application endpoints. Master the most common integration patterns involving the common application endpoints.
2. Learn the Jitterbit Customer Implementation Methodology: Learn Jitterbit implementation processes and support tools such as project plans, design templates, testing methodology and plans, hand off documentation. Work with professional services team members to observe the implementation process in action.
3. Command of the Message: Learn and be able to explain what Jitterbit does within a month of new features being released. Communicate this information to customers and show how Jitterbit’s platform can help them reach their objectives faster, more efficiently, and with less risk. Uncover new initiatives where Jitterbit could be used. Understand what Jitterbit offers, how it is used at existing customers, and how it could be used. Be able to outline the value proposition to existing and new players and tailor the message to the specific industry/domain.
4. Identify Customer Challenges and Opportunities: Meet with customers including during Quarterly Business Reviews and onsite. Understand customer business and technical issues. Engage customers in defining potential solutions. Work with customers to prioritize and implement solutions to achieve business results.
5. Lead cross-functional teams toward customer value: When necessary, collaboratively escalate key dependencies and critical blockers to achieving customer value to appropriate teams include Technical Support, Product and Engineering, and Professional Services. Engage these departments positively to help achieve customer goals. Communicate the aggregated and prioritized voice of the customer back to the organization. Drive a company-wide culture of Customer Success.
6. Drive value for customers: Be an expert on best practices in change management, renewals, up-sell, objection handling, and positioning the value of Jitterbit’s solutions. Support CSMs in finding ways to engage their customers with new ideas and better ways leverage Jitterbit. Build upon current processes and tools to maximize the Jitterbit customer experience.
7. Remove blockers to enable the customer journey: Work with CSMs to understand the customer’s journey
A successful Customer Success Architect will have 5+ years of experience in enterprise integration including deep expertise in a market-leading integration technology platform. The CSA will have 10+ years of customer facing experience including work with technical implementation team members on enterprise-class integration projects. The CSA will have extensive experience working with and presenting to senior customer technical and business team members.
All your information will be kept confidential according to EEO guidelines.
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