Customer Success Architect

  • Montreal, Quebec Canada
  • Customer Success
  • Full-time
See All Positions

The Challenge

As a Customer Success Architect it is your core responsibility, together with your team, to support detailed technical questions and feature/function enablement that deliver positive business outcomes for customers. As a subject matter expert in Customer Support, Agent Management you will work closely with our product team to create and drive best practices within the corresponding line of business to provide an exceptional experience for our customers and drive adoption. Your job is to remove all possible barriers to success for our customers on the technical aspects as they move from Intelligent Search to our Experience Intelligence platform.

The role of a CSA

Earning the right as a trusted advisor requires a unique blend of being polished with customers, being technically savvy, incorporating out of the box thinking, and having the ability to drive and engage multiple stakeholders to translate and communicate progress and recommendations to achieve customer’s business outcomes. 

The role will include being a key partner for our Customer Success Managers, research and development teams, working closely with customers, as well as assisting those who require more advanced technical recommendations and support. Your knowledge and experiences will also be leveraged as a part of a continuous feedback loop to drive best practices and tooling required to increase adoption, retention and overall customer experience as well as drive internal team enablement as subject matter experts.

A successful candidate will wear many hats, and your work will have a real impact on the success of customers and their business. You’ll be part of an agile and bright team that embraces open communication, empowerment, innovation, teamwork and a shared focus on customer success.


Does this describe you?

You’re technically proficient and have the patience and passion to guide prospects and stakeholders through the technical recommendations of our Platform. Whether it’s a best-practice session for a new customer, addressing technical pain points, or enabling a team on the Coveo technology, you’re willing to take the time to provide deep explanations and find solutions where needed.

An ability to rapidly understand and translate clients’ business challenges and concerns into a solution oriented discussion while measuring the Coveo product impact. Persuasive communication skills for presenting to all customer levels, from CTOs/CIOs, to engineering managers and developers. Resourcefulness, creativity and strategic thinking for troubleshooting problems.

 

There won’t be any typical day in this position, but some priorities to focus on:

  • Have a strong understanding of Coveo’s platform and how to apply it to each customer environment within the respective line of business.
  • Collaborate with Product Experts (SME) to translate their knowledge into effective learning experiences for our CSMs and customers
  • Collaboration with Education Services team to build and enhance current education and training programs
  • Knowledge Management creation within respective lines of business
  • Coveo Connect contributors to increase customer self service and drive community collaboration
  • Expert level Support for CSMs in their role to drive adoption and consumption of new features as well as provide consultative feedback regarding implementation enhancements or expansion opportunities.

Requirements: 

  • Able to quickly grasp and simply present complex technological and business concepts. 
  • Highly process-oriented individual with superior strategic and analytical skills. 
  • Translate clients’ business challenges and concerns into a solution oriented discussion while measuring the Coveo product impact.
  • Knowledge and experience with customer support and case management  
  • Prior experience in a customer facing, technical role and demonstrated success in deploying change management
  • A Passion for identifying technical solutions to meet customer's business goals
  • A high degree of comfort and proficiency in leading group discussions, public speaking and training large groups of people
  • Experience with Service and Support operations and related KPIs is a significant plus
  • Experience working with Salesforce Service Cloud and Community Cloud and/or ServiceNow CSM platforms are a significant differentiator for this role

The Customer Success Architect must be a highly organized, thorough and motivated professional that understands the importance of being a strong team player and leader when it comes to problem solving and enhancing our solutions with customers. 

We have a fit? Send us your resume and convince us that you are a must-have rather than a nice-to-have. Join the #CoveoLife! 

What is Coveo?

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

What is it like to work at Coveo?

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!