Principal Solutions Architect - Customer Success

Primary Components:

• Customer Engagement (70%) - This is a highly customer-facing role Jaspersoft CSAs spend most of their time collaborating directly with Jaspersoft customers, guiding their technical enablement and building strong, trusted relationships.
• Training, Initiatives & Advancement (20%) - Set and lead the team s learning agenda, maintain expert-level knowledge across the product portfolio, design and deliver enablement for internal teams and drive cross-functional improvement initiatives using clear KPIs to measure and report impact.
• Digital Library and Community Development (10%) - Jaspersoft CSA s should engage in enablement content development activities that continually modernize, build and expand Jaspersoft s Digital Library and Community content.

Key Responsibilities:

• Trust Building - Develop a trusted technical advisor relationship with clients.
• Strategy & Execution - Own and deliver cross-functional, high-impact programs: turn strategy into 1 2 year plans, improve processes, solve ambiguous problems with root-cause analysis, and align executives, customers, and vendors.
• Expertise & Leadership - Demonstrate deep domain mastery and program leadership; coach and develop teams while delivering quantifiable results on complex, cross-functional initiatives.
• Product Knowledge - Act as a thought leader and subject matter/product expert across relevant Jaspersoft products. Perform demonstrations / training / awareness building for new users across customers organizations.
• Technical Delivery - Works with the client and provides technical support in the following areas.
• Planning
• Delivery of Success Workshops to help understand the business use case with technical capabilities and limitations of the client.
• Development & delivery of Blueprints for success to aid in the architecture design and deployment.
• Capacity planning coaching
• Engagement scoping and planning
• Provide customer-specific product workshops and introductory training.
• Installation & upgrade assistance across relevant architectures including Linux, Windows, AWS, Docker, Clustering and Load Balancing.
• Performance Engagements
• Troubleshooting and resolving of general performance issues
• In depth analysis working hand-in-hand with clients to help identify hardware utilization issues
• Extended Support when technical issues aren t covered under standard support plans.
• Collaborate - Promote sharing with internal functional counterparts and collaborates with CSM s, Support, Engineering and Product Management to assist clients and help influence key feature decisions.
• Opportunity Upsell - Identifies and communicates up-sell opportunities to CSM to act upon.
• Digital Library & Community - Proactively participate in the development and ongoing maintenance of the Jaspersoft Digital Library & Community sites by identifying holes, developing new content and refreshing existing content.
• Reporting - Provides engagement status (to include technical issues and risks) to the CSM & client and logs both customer and internal activities.