At a Glance
- Tasks: Lead a team to enhance customer experience and drive operational excellence.
- Company: Join Reltio, a leader in AI-powered data management solutions.
- Benefits: Flexible work arrangements, competitive salary, and a collaborative culture.
- Other info: Be part of an award-winning team committed to innovation and excellence.
- Why this job: Make a real impact by transforming customer relationships and driving digital transformation.
- Qualifications: 5+ years in data management and strong leadership skills required.
The predicted salary is between 70000 - 90000 £ per year.
At Reltio®, we believe data should fuel business success. Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Connected Data Platform™ delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness.
Leading enterprise brands—across multiple industries around the globe—rely on our award‑winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk and drive growth. At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.
Reltio has earned numerous awards and top rankings for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser‑focused mission to enable digital transformation with connected data, let’s talk!
Job Summary: The Manager, Customer Architect has a passion for fostering strong customer relationships and maximizing customer experience. This dynamic role combines industry expertise with technical knowledge to ensure customers achieve maximum value from our solutions. As a Customer Architect Manager, you will focus on Strategic Technical Alignment, Operational Excellence, Expedited Issue Resolution, and customer advocacy. If you thrive on problem-solving, building strategic partnerships, and driving operational excellence, we want to hear from you!
Job Duties and Responsibilities:
- Lead and mentor a team of customer architects, fostering a collaborative and high‑performing environment.
- Set clear performance goals, provide regular feedback, and conduct performance reviews.
- Develop and implement training programs to enhance the team's technical and customer engagement and advocacy skills.
- Develop and implement a market‑leading enterprise concierge account strategy aligned with the company's goals of scalability and efficiency.
- Define and track KPIs to measure team and account performance, ensuring alignment with company goals.
- Identify and implement process improvements to enhance efficiency and effectiveness.
- Own and manage strategic customer accounts, driving $6 million in annual contract value (ACV) in the capacity of a customer architect.
- Drive standardization of concierge services and existing operations.
- Present technical knowledge of architectural designs, including integration approaches.
- Deliver workshops and advisory services to enhance customer technical understanding, promoting optimal product usage and alignment with Reltio’s best practices.
- Hands‑on experience working technically with customer engineering (Support), Advanced customer engineering, and cross‑functional teams.
- Manage customer portfolio of tickets, resolutions, and product enhancement requests.
- Own dedicated escalation paths with customers, coordinating resources and driving timely resolution of tickets to exceed customer expectations.
- Act as a single point of contact for customer engineering issues.
- Stay at the forefront of industry trends and challenges and offer Reltio’s customers informed and proactive guidance.
- Participate in customer engagement initiatives, including executive business reviews and CSAT/NPS surveys to cultivate strong partnerships.
- Develop advocacy paths for customer needs, translating them into documentation and product enhancement requests.
- Deliver the highest quality customer/partner experience and engage in highly technical discussions.
- Ability to travel to customer sites upon request.
- Other duties and responsibilities as assigned.
Skills You Must Have:
- Bachelor’s degree in computer science engineering or similar field of study.
- 5+ years experience working with Reltio or similar data management platforms in a customer facing capacity.
- 3+ years of experience with Public Clouds AWS/GCP/Azure and their services.
- 3+ years of experience with REST APIs and integration tools.
- 3+ years of experience with on‑premise or cloud MDM solutions.
- Minimum of one year leading other individuals or project teams.
- Strong business acumen and experience managing customer accounts with significant ACV.
- Excellent communication, problem‑solving, risk management, and project management skills.
- Experience in observability and monitoring tools such as LogDNA, CloudWatch, etc.
- Experience interfacing directly with Product Management and engineering teams to elevate and seek resolution on product issues as well as provide customer requirements for future product releases.
- Excellent reporting/analytical skills – experienced in developing dashboards with reporting technologies and influencing customers/partners by sharing action‑oriented insights.
- Experience supporting both Enterprise‑focused applications, preferably with a focus on data management, analytics, and big data platforms and technologies.
- Accountability – acceptance of responsibility and willingness to commit to and deliver measurable work and results.
Skills That Are Nice to Have:
- Prior experience working with data products within enterprise space.
- Prior experience working with Salesforce, Snowflake, Google BigQuery, etc.
Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.
Manager, Customer Architect - EMEA employer: Israelvcforum
At Reltio, we pride ourselves on being an exceptional employer that champions innovation and collaboration. Our flexible work arrangements empower employees to balance their personal and professional lives while fostering a culture of continuous learning and growth. With a commitment to excellence and a focus on customer success, we offer unique opportunities for career advancement in a dynamic environment where every team member's contributions are valued.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Architect - EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Israelvcforum. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Israelvcforum before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Architect - EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Israelvcforum:Your cover letter is your chance to shine! Tell us why you want to work at Israelvcforum specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Israelvcforum!
How to prepare for a job interview at Israelvcforum
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
