Lead Customer Success Architect

About Spotfire

Spotfire is a business unit of Cloud Software Group, one of the largest enterprise software companies in the world. Spotfire combines visualizations and advanced analytics to allow experts in their field to find industry-specific solutions the human mind or computers can’t solve alone. Our more than 10,000 customers include:

• Majority of the top 10 Energy companies in the world

• Majority of the top 10 Life Sciences companies in the world

• 7 of the world’s top 10 Manufacturing companies

• Several other major companies in banking, retail, and airlines

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We are looking for people with a passion to make a big difference by doing the job they love – dynamic individuals willing to take the risks necessary to make big ideas come to life and who are comfortable collaborating in our creative, innovation-driven environment.

Overview

Our global Customer Success team is a central part of the company strategy. The team focuses on customers, innovation, and the community of scientists, engineers, data scientists and administrators deploying Spotfire for their organisation. The team is responsible for guiding customers to successfully adopt and maximize value from their investment in Spotfire.

Operating across several sectors, our Customer Success Architects have helped improve the drilling operations of several energy companies, increase yield at some of the biggest semiconductor companies and ensured on-time deliveries of well known global logistics companies.

We are seeking a Lead Customer Success Architect to drive analytical growth for our customers in the Asia Pacific region. The ideal candidate will have expertise in Manufacturing, Energy, or Life Sciences and a strong interest in Visual Data Science.

This is a hybrid technical and consultative role where you will lead technical customer engagements, applying both hands-on prowess and thought leadership. You will provide advisory and recommend solutions for architectural challenges, helping customers deploy and manage Analytics and AI applications within large enterprise Spotfire deployments.

As a key member of our highly collaborative team, your primary focus will be ensuring high customer adoption, retention, and satisfaction. You will also contribute to the development of our product capabilities and actively engage with our customer and partner community.

Responsibilities

• Technical Strategy and Deployment Advisory - act as the technical expert and trusted advisor towards enterprise customers using Spotfire applications, ranging from advising on topology architecture, software configuration and upgrades to performance improvements

• Innovation - translate business goals into technical objectives and help create custom extensions to Spotfire software to address specific customer needs, also makes significant improvements to processes positively impacting the performance of the role of architects.

• Trusted Advisor - leverage deep product knowledge, awareness of industry trends and apply strategic thinking when leading technical customer engagements. Listen to customer needs and issues, troubleshoot, provide advisory, enablement and ensure adherence to best practices.

• Cross-functional Collaboration - work closely with account team members, support, product management and engineering to align on strategic initiatives, improve customer outcomes, resolve escalations and provide input for product roadmaps. Problems are numerous and sometimes undefined and require detailed information gathering, analysis and investigation.

• Education and Community - recognize common technical challenges customers are facing and contribute community articles and specific content for our product education courses with the goal to reduce frequently asked questions and support cases.

• Personal Development - continue to develop expertise and monitor trends in commonly used and industry specific databases and visual data analytics and AI tools used in customers’ environments.

• Organizational Impact - works to achieve operational targets with major impact on the departmental results and work is performed with limited oversight.

• Leadership and Talent Management - some level of coaching and training of other employees within the job area will be involved.

Qualifications

• 6-8+ years of experience with problem-solving in software environments e.g. Spotfire, Tableau, Qlikview, SPSS, KNIME, Dataiku, Azure, AWS, Databricks, Snowflake, and/or other analytics data mining tools and AI architectures are a plus. Previous experience with Spotfire client and platform is a strong plus.

• 6-8+ years of software development experience in for instance C#, JavaScript, TypeScript, Python, Java, .Net, IronPython, C++. Understanding of and experience with database technologies, such as Postgres, Oracle and MSSQL. Data virtualization experience is a plus.

• Knowledgeable regarding cloud technologies such as Kubernetes and platforms such as AKS, AWS and GCP.

• Knowledgeable regarding authentication and authorisation technologies such as Oauth, LDAP and SAML a plus.

• 6-8+ years of industry experience effectively supporting architecture deployments for analytics software in key Industry such as Manufacturing, Energy, Telecommunications, Transportation & Logistics, Financial Services, or Life Sciences.

• Communication and relationship-building - excellent skills in influencing, communicating with and building strong, long-term relationships with internal and external stakeholders including customers’ senior industry technical personnel. Providing compelling demonstrations and troubleshooting of analytics software features and best practices. Demonstrates the ability to understand and apply domain knowledge to analytical applications and communicate technical concepts to non-technical stakeholders.

• Project management and collaboration skills - strong ability to work effectively in a team environment and to manage multiple projects to a good final outcome.

• BSc, Master’s or higher degree in STEM (e.g. Computer Science, Data Science, Software Engineering)

• To facilitate regular communication with customers and partners in Korea, Japan, and Taiwan, proficiency in English is required. Fluency in one or more of Korean, Japanese, or Chinese is preferred.