Principal Customer Success Architect

Who we seek:

We’re looking for a Principal Customer Success Architect to join our Customer Success Team, reporting to the VP, of Customer Success. Ideal candidates are self-driven with strong consultative skills and highly versed in the data security and privacy domains, relishing the challenge of navigating through complex dynamics and ensuring every ounce of value from BigID’s platform is achieved. As the technical point of contact, you will become the trusted product advisor for our customers, identifying strategies that unlock business value, and expand product adoption, resulting in increased customer satisfaction and loyalty.

What you’ll do:

• Customer Retention & Growth
• Builds and fosters trusted relationships with leaders from our customers’ engineering and data security, privacy, and governance organizations
• Excellent communication skills. Ability to set expectations and communicate goals with customers at various levels, from a developer to a CIO
• Mobilizing internal and external resources to remove technical barriers to adoption and growth
• Provide technical consultation and guidance to clients, ensuring they are leveraging the full value of the company’s products and services
• Technical Advisory
• Identify and assist in resolving technical challenges that customers are facing, ensuring that issues are addressed quickly and efficiently. 
• Partner with Customer Success Managers and serve as their technical counterpart on a defined book of business; orchestrating a near, mid, and long-term vision and strategy for the overall customer’s adoption and realization of value across all aspects of the BigID product offering
• Prepares technical presentations and trainings on products and solutions for the Customer Success Team; Participating in content creation for both internal and external enablement of staff and customers
• Provides product demonstrations and technical consultation to showcase how the BigID product can meet client needs
• Review customer architectures and configurations to ensure they are enhancing security posture and capturing ROI as BigID releases new features and functionality
• Map product capabilities to customer business processes and compliance requirements (GDPR, CCPA, PCI, HIPPA etc)
• Assist with competitive analysis between BigID and other product vendors in the market
• Cross-Functional Collaboration:
• Fosters a culture of customer-centricity and continuous improvement 
• Collaborates with internal teams (Product team, engineering, and sales) to ensure seamless communication and delivery of solutions to clients

What you’ll bring:

• 8+ years of experience in technical account management, technical consulting, solution architecture or a similar technical client-facing role
• Strong technical knowledge across relevant technologies, systems, or platforms, with the ability to translate complex technical concepts into business solutions
• Excellent communication, problem-solving, and interpersonal skills, with the ability to engage and influence both internal and external stakeholders at various organizational levels with proven competency in CIO, CPO, CDO, and CISO level conversations
• Experience working cross-functionally with sales, product, and engineering teams to drive client success and retention
• Data-driven decision-making skills, with the ability to analyze metrics and use insights to improve customer engagement and outcomes

Our Values: 

We look for people who embody our values - Care, Do,Try & Shine.

• Care - We care about our customers and each other
• Do - We do what it takes to make a positive impact
• Try - We try our best and we don’t give up
• Shine - We shine and make it our mission to always stand out

The annual base salary range is $165,000 – $195,000. Actual salaries will vary and are based on a candidate’s qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

BigBenefits: 

💻 Work from home with a global remote-first community

 Global Culture Corner

 Flexible PTO and Quarterly Volunteer Days

💸  Equity Participation

 100% employer-covered medical, dental, and vision options available to you

🐶 Additional insurance benefits like pet insurance and legal assistance 

📚 Learning & Development Opportunities 

Fidelity Employer Sponsored 401K 

Paid Parental Leave

#LI-Remote 

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