Customer Experience Architect
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Job Description
Customer Experience Architect at Digital.ai supporting organizations in maximizing value from AI-powered software delivery. Forge customer relationships to ensure operational success and technical health.
Responsibilities:
- Serve as a named resource and partner for Digital.ai customer organizations.
- Forge deep relationships with customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers.
- Help to improve customers’ overall technical and operational health, realizing maximum value out of their Digital.ai investment.
- Support and take ownership of a portfolio of assigned customers, providing them with a single point of accountability.
- Establish regular cadence calls with key customers covering issues, roadmaps and any other items of interest and concern.
- Run a user group or webinar, showcasing how end users can get the most from our products.
- Build reputations and relationships as a Trusted Advisor to the customer.
Requirements:
- Candidates must be located in France, ideally in the Paris area.
- Customer Service Orientation: A strong desire to help customers succeed, with a proactive approach to identifying and addressing their needs
- Communication Skills: Excellent verbal and written communication skills to explain complex technical concepts to non-technical users. This also includes active listening to understand customer needs.
- Technical Proficiency: Strong understanding of software development, databases, APIs, and relevant technologies –
- Experience in DevSecOps (App Hardening/Obfuscation)
- Familiarity with automation tools (Ansible, Terraform)
- Knowledge of at least one major toolchain (ADO, GitLab, GitHub, Atlassian)
- Working knowledge of Agile (Scrum, SAFe) and test automation (Appium, Selenium, Playwright)
- Exposure to mobile development and cloud/platform engineering concepts
- Familiarity with the specific tools and platforms used by the company is a plus (SFDC, Zendesk etc)
- Problem-Solving Abilities: Ability to diagnose and resolve technical issues efficiently. This includes troubleshooting skills and a methodical approach to problem-solving.
- Project Management: Ability to manage multiple customer accounts and projects simultaneously, ensuring timely and effective delivery of solutions.
- Interpersonal Skills: Building and maintaining strong relationships with customers, understanding their business goals, and acting as a trusted advisor.
- Training and Education: Experience in conducting training sessions, webinars, and creating educational materials to help customers maximize the use of the software.
- Analytical Skills: Ability to analyse customer data and usage patterns to identify opportunities for improvement and optimization.
- Adaptability: Flexibility to adapt to changing customer needs and evolving product features.
- Collaboration: Working effectively with cross-functional teams, including sales, product development, and engineering, to ensure customer success.
- Language: Fluency in French and English speaking/reading/writing skills
Benefits:
- 25 days PTO and 12 days RTT
- Comprehensive pension plan
- Work from home allowance
- Unlimited access to continuous learning and professional development with TalentLMS
- Flexible working arrangements
- Opportunity to work with a diverse, globally distributed team
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