Customer Success Architect

Overview

Job Description

Responsibilities

• - Demonstrate curiosity, creativity, acumen, and technical excellence as the lead Pulumi technical resource in complex cloud engineering projects at Pulumi customers.
• - Be accountable for success within a subset of named accounts through adoption, use case expansion, value realization, and (ultimately) revenue growth for Pulumi.
• - Learn and be responsible for deliverables and reference architectures spanning programming languages, infrastructure providers, and open-source and commercial cloud services.
• - Act as a trusted advisor and an extension of some of the world's most sophisticated cloud and platform engineering teams.
• - Build deep relationships with practitioners and executives with our most valued customers.
• - Work alongside account executives to map accounts and drive deeper engagement horizontally across your customer segment
• - Be a Subject Matter Expert in DevOps, cloud providers, dev best practices, and solutions architecture.
• - Provide timely, responsive, and collaborative engagement with your assigned accounts, coordinating with distributed teams to accomplish asynchronous objectives and tasks.
• - Partner closely with Pulumi leadership to build repeatable engagement and delivery models that delight our customers and expand resources under management as we expand the team and our capabilities
• - Close the loop between customers, product, and engineering teams, championing the product to the customer and bringing their requirements to the roadmap.
• - Be challenged, solve new problems, teach about our technologies, and figure out new, better ways to delight our customers.

Required Skills

• - 8+ years of experience in complex enterprise software solution engineering or highly relatable functions involving scoping, prioritizing, and managing cloud architecture and engineering deliverables.
• - 5+ years in a customer-facing role, including experience organizing and managing customer engagements, expectations, outcomes, and emotions both proactively and reactively.
• - Deep familiarity with core web infrastructure, application modernization, and software development best practices, Open Source technologies, public and private cloud platforms.
• - Proficiency in using at least one Infrastructure-as-Code tool (eg. Pulumi, Terraform, AWS CDK), and should be comfortable authoring readable maintainable code in one or more of the following: Python, TypeScript, Go, Java, C#, .Net, F#
• - Relentless focus on customer success and meeting the needs of present and future customers.
• - Drive to creatively influence revenue and pride in the growth of the business channels.
• - Experience building positive professional relationships with developers and executives.
• - Impeccable written, verbal and in-person communication skills.
• - Professionalism, attention to detail, and strong follow-up.
• - Comfort working with ambiguity, charting a course, and driving to execute.

Benefits

• - Health (US Only) - We offer competitive medical, dental, vision, and supplemental insurance. It is free for our direct employees to be on our insurance.
• - Time Off - Unlimited personal time off (PTO). We ask that employees take at least 3 weeks off during the year in addition to the 13 US holidays we recognize.
• - 401K (US Only) - With employer match
• - Parental Leave - 20 weeks paid parental leave for the birthing parent or primary caregiver, and 16 for non-birthing parent or secondary caregiver.
• - Remote-First - We are a 100% remote-first company with employees in nearly 20 states, and growing internationally; we encourage asynchronous communication and autonomy. We also provide an annual work from anywhere fund to help cover the employee costs of working remotely.
• - Professional Development & Growth - We encourage a lifelong learning mindset and every employee is given an annual professional development budget.
• - Equity - As a small but growing startup, we all act like owners and you will earn equity in the company.
• - Additional Funds - We offer employees a monthly wellness fund to be spent on anything physical and/or mental wellbeing related. We also provide a quarterly happiness fund to be used toward anything that makes our employees happy!