Customer Experience Architect

This is a fully remote position, open to applicants in France.

📋 Description

• Act as a dedicated resource and collaborator for Digital.ai customer organizations.

• Cultivate strong relationships with customers and account teams, staying informed about key events, needs, potential challenges, and value drivers.

• Assist in enhancing customers’ overall technical and operational health, ensuring they derive maximum value from their Digital.ai investment.

• Manage and take responsibility for a portfolio of assigned customers, offering them a single point of accountability.

• Schedule regular cadence calls with key customers to discuss issues, roadmaps, and any other pertinent topics of interest and concern.

• Organize a user group or webinar to demonstrate how end users can maximize the benefits of our products.

• Build a reputation and establish relationships as a Trusted Advisor to the customer.

⛳️ Requirements

• Candidates must reside in France, preferably in the Paris area.

• Customer Service Orientation: A strong commitment to helping customers succeed, with a proactive approach to recognizing and addressing their needs.

• Communication Skills: Exceptional verbal and written communication abilities to articulate complex technical concepts to non-technical users, including active listening to comprehend customer requirements.

• Technical Proficiency: Solid understanding of software development, databases, APIs, and relevant technologies.

• Experience in DevSecOps (App Hardening/Obfuscation).

• Familiarity with automation tools such as Ansible and Terraform.

• Knowledge of at least one major toolchain (ADO, GitLab, GitHub, Atlassian).

• Working knowledge of Agile methodologies (Scrum, SAFe) and test automation tools (Appium, Selenium, Playwright).

• Exposure to mobile development and cloud/platform engineering concepts.

• Familiarity with the specific tools and platforms utilized by the company is advantageous (SFDC, Zendesk, etc.).

• Problem-Solving Abilities: Proficient in diagnosing and resolving technical issues efficiently, including troubleshooting skills and a systematic approach to problem-solving.

• Project Management: Capability to manage multiple customer accounts and projects concurrently, ensuring timely and effective delivery of solutions.

• Interpersonal Skills: Ability to build and maintain robust relationships with customers, understand their business objectives, and serve as a trusted advisor.

• Training and Education: Experience in conducting training sessions, webinars, and creating educational materials to assist customers in maximizing the use of the software.

• Analytical Skills: Ability to analyze customer data and usage patterns to identify opportunities for improvement and optimization.

• Adaptability: Willingness to adjust to changing customer needs and evolving product features.

• Collaboration: Effective collaboration with cross-functional teams, including sales, product development, and engineering, to ensure customer success.

• Language: Proficiency in French and English, including speaking, reading, and writing skills.

🏝️ Benefits

• 25 days of PTO and 12 days of RTT.

• Comprehensive pension plan.

• Work-from-home allowance.

• Unlimited access to continuous learning and professional development through TalentLMS.

• Flexible working arrangements.

• Opportunity to collaborate with a diverse, globally distributed team.