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Customer Success Architect

Copado

Copado

IT
Australia
Posted on Friday, March 22, 2024

About Copado:

Copado is the #1 DevOps Platform for Salesforce and the Cloud. We harness the power of native CI/CD and Robotic Testing to drive digital transformation for 1,000+ of the most innovative brands on the planet — from Coca-Cola to eBay to Volkswagen. Our low-code platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments.

The impact on your business? 20X faster releases, 94% fewer production bugs and 46% more Salesforce ROI. The impact on your team? No more late nights, weekend war rooms or stressful release days.

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.

Copado is Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.