Customer Success Architect

As a Customer Success Architect, you will play a crucial role in ensuring the success and satisfaction of our customers in the APAC region. You will combine the competencies of both a Customer Success Manager and a Customer Success Engineer to provide technical expertise and strategic guidance to our customers.

Responsibilities:

• Act as a strategic and influential partner for customers, going beyond general discussions to ask technical questions and address specific pain points and use cases.
• Identify areas of opportunity hindering Customer Success and provide tailored technical solutions and recommendations that require deep technical understanding of Copado's features and functionalities.
• Improve team efficiency by optimizing previously defined technical processes such as templates or risk playbooks.
• Collaborate with customers to build mutually beneficial success plans, tailoring meeting agendas based on technical requirements and customer attendees.
• Clearly articulate the technical value proposition of Copado's features and products using a strategic and consultative approach.
• Provide meaningful follow-up summaries and technical resources after each customer call.
• Independently create optimal technical prescriptive plans with customers to help them achieve their goals, creating templated technical success plan playbooks for the team to use.
• Conduct initial technical discovery to qualify opportunities for upsell, proactively communicating with Sales to support upsell motions.
• Execute Technical Business Reviews using product usage and adoption data to identify technical trends, risks, and opportunities for increasing customer value and driving Copado's growth.

Requirements:

• Excellent written, verbal, and interpersonal communication skills with a strong technical acumen.
• Strong sense of accountability in following up with customers and holding others accountable for technical deliverables.
• High emotional intelligence to pick up on customer sentiment and take command of technical conversations.
• Consultative approach in advising customers on the technical processes required to achieve their goals.
• Experience in addressing key technical challenges encountered by Copado customers, such as managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows.
• Strong problem-solving skills and the ability to think creatively to find innovative technical solutions for customers' unique needs.
• Experience in driving customer adoption and success through proactive technical communication, relationship building, and strategic planning.

Preferred Qualifications:

• In-depth familiarity with low-code orchestration, user story-centric branching strategy, and metadata conflict resolution, and QA and test automation strategy
• Extensive knowledge of agile methodologies and practices, as well as experience in implementing agile processes using CI/CD and testing toolkits.
• Understanding of integration capabilities and experience integrating ALM tools or systems.
• Ability to provide technical guidance and training to customers on using Copado effectively to overcome their specific technical challenges.