Manager, Customer Architect

At Reltio®, we believe data should fuel business success. Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Connected Data Platform™ delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands—across multiple industries around the globe—rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk and drive growth.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and top rankings for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary: 

The Manager, Customer Architect has a passion for fostering strong customer relationships and maximizing customer experience. This dynamic role combines industry expertise with technical knowledge to ensure customers achieve maximum value from our solutions. As a  Customer Architect Manager, you will focus on Strategic Technical Alignment, Operational Excellence, Expedited Issue Resolution, and customer advocacy. If you thrive on problem-solving, building strategic partnerships, and driving operational excellence, we want to hear from you!

Job Duties and Responsibilities:

• Lead and mentor a team of customer architects, fostering a collaborative and high-performing environment.
• Set clear performance goals, provide regular feedback, and conduct performance reviews.
• Develop and implement training programs to enhance the team's technical and customer engagement and advocacy skills.
• Develop and implement a market-leading enterprise concierge account strategy aligned with the company's goals of scalability and efficiency. 
• Define and track KPIs to measure team and account performance, ensuring alignment with company goals.
• Identify and implement process improvements to enhance efficiency and effectiveness.
• Own and manage strategic customer accounts, driving $6 million in annual contract value (ACV) in the capacity of a customer architect. 
• Drive standardization of concierge services and existing operations. 
• Present technical knowledge of architectural designs, including integration approaches.
• Deliver workshops and advisory services to enhance customer technical understanding, promoting optimal product usage and alignment with Reltio’s best practices.
• Hands-on experience working technically with customer engineering (Support), Advanced customer engineering, and cross-functional teams. 
• Manage customer portfolio of tickets,  resolutions, and product enhancement requests.
• Own dedicated escalation paths with customers, coordinating resources and driving timely resolution of tickets to exceed customer expectations. Act as a single point of contact for customer engineering issues. 
• Stay at the forefront of industry trends and challenges and offer Reltio’s customers informed and proactive guidance.
• Participate in customer engagement initiatives, including executive business reviews and CSAT/NPS surveys to cultivate strong partnerships.
• Develop advocacy paths for customer needs, translating them into documentation and product enhancement requests.
• Deliver the highest quality customer/partner experience and engage in highly technical discussions.
• Ability to travel to customer sites upon request. 
• Other duties and responsibilities as assigned. 

Skills You Must Have: 

• Bachelor’s degree in computer science engineering or similar field of study.
• 5+ years experience working with Reltio  or similar data management platforms in a customer facing capacity
• 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 solutions.
• Minimum of one year leading other individuals or project teams.
• Strong business acumen and experience managing customer accounts with significant ACV.
• Excellent communication, problem-solving, risk management, and project management skills.
• Experience in observability and monitoring tools such as LogDNA, CloudWatch, etc.
• Experience interfacing directly with Product Management and engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases.
• Excellent reporting/analytical skills - experienced in developing dashboards with reporting technologies and influencing customers/partners by sharing action-oriented insights.  
• Experience supporting both Enterprise-focused applications, preferably with a focus on data management, analytics, and big data platforms and technologies.
• Accountability - acceptance of responsibility and willingness to commit to and deliver measurable work and results.

Skills That Are Nice to Have:  

• Prior experience working with data products within enterprise space. 
• Prior experience working with Salesforce, Snowflake, GoogleBigQuery, etc.