Principal Customer Architect

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Oversee the development of technical adoption roadmaps for key enterprise clients.

• Create technology plans for accounts that include architecture, Zendesk utilization, technical challenges, customer priorities, and opportunities for adoption.

• Identify obstacles related to configuration, data, integrations, processes, operating models, and stakeholder alignment.

• Assist clients in the adoption of AI and platforms by utilizing repeatable playbooks, standardized configurations, and practical enablement strategies.

• Conduct technical discovery sessions, whiteboarding activities, product demonstrations, and standard sandbox setups.

• Define the scope for productized pilots and proofs of concept, including criteria for success, ROI rationale, and a strategy for production adoption.

• Collaborate with AI Experts, Professional Services, FDEs, Architects, and other specialists to achieve shared customer outcomes.

• Provide technical evidence that supports adoption, value realization, and readiness for expansion while monitoring progress through approved systems.

⛳️ Requirements

• Generally, 12+ years of experience in customer-facing technical transformation, architecture, AI automation, advisory, or a similar field—or a comparable record of impact.

• Proven experience in owning technical adoption or transformation results with enterprise clients.

• Demonstrated capability to lead technical discovery, evaluate integrations or data flows, and propose practical solutions.

• History of influencing senior stakeholders and managing cross-functional teams through intricate changes.

• Strong technical judgment in areas such as SaaS configuration, integrations, APIs, data flows, and AI automation.

• Ability to conduct structured discovery and articulate complex technical concepts in straightforward business language, suitable for both practitioners and executives.

• Experience utilizing adoption plans, maturity assessments, playbooks, and aligning stakeholders.

• Good judgment in solution scoping.

• Comfortable with light demonstrations and standard configurations.

• A proactive and composed approach to navigating ambiguous customer challenges; capable of establishing trust and leading through influence.

• An AI-literate perspective, including responsible use of approved AI tools and considerations for data, security, oversight, and measurement.

• Preferred: background in customer service, CX platforms, AI agents, workflow automation, or service operations.

• Preferred: experience in designing productized pilots, technical adoption initiatives, or standard customer playbooks.

• Preferred: knowledge of regulated environments, complex architectures, or advanced AI automation.

• Preferred: experience in translating customer adoption patterns into scalable methods and providing structured feedback to Product and Engineering teams.

🏝️ Benefits

• Bonus, benefits, or similar incentives may be accessible.

• Hybrid work model with the option to work remotely part of the week.

• Reasonable accommodations available for applicants with disabilities and disabled veterans.