Customer Success Architect at ContactEngine
McLean, VA, US / Dallas, TX, US
Due to our continualsuccess and growth, our small team is looking for a Customer Success Architect to partner with our Sales, Customer Success, Pre-Sales and Development teams to design and build perfect customer journeys for our clients.

ContactEngine is a cloud-hosted conversation platform.  Pro-active and omni-channel, ContactEngine leverages Artificial Intelligence, NaturalLanguage Processing and MachineLearning so that global brands can transform their customer journeys. 

ContactEngine disrupts the traditional call-centers,justa fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-centerpredecessors.  This means that as well as being lower cost, ContactEngine can drive corporate KPIs harder and faster, as well as improve the customer experience.

Key Responsibilities:

Deliveringsuccessful technical architecture (end-to-end) to meet our client’s business objectives.
Become atrusted technical advisor to Client’s teambuildingstrong relationships.
Understandingthe client’s business, understand their key business drivers, and determine how ContactEngine can most effectively deliver the dramatic business improvements.
Workingin close partnership with ContactEngine sales leads and the configuration team.
Accountable for the end to end process from opportunity, validation and planning to delivery.
Managing relationships with all internal and external stakeholders.
Provide technical, customer experience, security and delivery expertise and guidance.
Working in a methodical and process-oriented way.
Working with the ContactEngine reporting and insights teams to monitor key account metrics and develop new and innovative ways to demonstrate ContactEngine’s value.
Confidently and clearly communicating the ContactEngine valueto clients.

Ways of working:

It’s not justimportant what you do, but how you do it. The Customer Success Architect will demonstrate the following ways of working:

Strongpartnerships throughexcellent client relationship management.
Experienced in Agile or another methodology to illustrateend to end process.
Ability to articulate technical information clearly to senior stakeholders.
A curious and questioning approach. Asking   why   and   looking for   continuous improvement.
Accountability and ownership.
A commercially aware approach.

Experience and skills:

Proven service or project delivery experience in an IT or SaaS environment.
Extremely strong commercial awareness, including the creation of business cases.
Experience managing large and complex projects end to end.
Strong technical experience, including data analysis (you’ll be very used to using Excel to manipulate large data sets and prove your case).
Proven relationship management experience, with the ability to communicate, present and influence stakeholders and sponsors within management levels at blue chip organizations.
Detailed knowledge of large corporations operating practices and mechanisms that will enable you to tailor stakeholder management and influence outcomes.
Ability to manage multiple accounts and work streams concurrently without loss of quality or attention to detail.
Able to operate highly effectively under intense time and business pressure.
Willing to travel (c. 50% of the time).
Multilingual would be a benefit.

What ContactEngine brings to the table:

You’ll be joining a rapidly expanding and award-winning global businesswith world class and disruptive SaaS technology.
You’ll have excellent opportunities to use and expand ALL your skills andmake huge strides in your professional development.
You’ll be joining a strong culture, and a tight-knit team of colleagues.You’ll have greatopportunities to advance.
We are committed to creating a diverse and inclusive company that better reflects the community we live in.  We therefore welcome applications from candidates of all backgrounds.


Full time
Remuneration TBC

We are committed to creating a diverse and inclusive company that better reflects the community we live in. We therefore welcome applications from candidates of all backgrounds