Architecte Technique Customer Success expérimenté

IBM is searching for a Staff Customer Success Technical Architect (Staff CSTA) to act as a trusted technical advisor and advocate to work with our customers. The primary objective of this role is to ensure the success, retention & expansion of our customers by providing technical guidance, including best practices, for the Confluent product suite. You will partner with others in Customer Solutions Group as well as cross-functional divisions such as Sales, Product Management and Engineering to help our customers accelerate time to value, maximize product consumption and achieve their overall business objectives.

Les qualifications, les compétences et toute l'expérience pertinente nécessaires pour ce poste se trouvent dans la description complète ci-dessous.

The CSTA role is both deeply technical and commercial in nature. You will leverage a technical background (e.g. AppDev, SysAdmin, Distributed Computing) to advise customers on their architectures, including patterns & strategies for operating and maturing their Confluent subscription. You will also utilize relationship management skills & industry experience to guide the customer on how they can best achieve their business goals and value-based outcomes via their Confluent investment.

In this role, you will have the opportunity to build broad experience with Kafka, Flink and Confluent IP as well as gain an understanding of complementary and competitive technologies. You will work with a variety of organizations ranging from new start-ups to large enterprise customers. Throughout these interactions, you will build strong relationships, ensure exemplary delivery standards, and have a lot of fun helping our customers build state-of-the-art data streaming platforms

At Staff level, you will also be expected to extend this impact beyond your own customer portfolio. This includes independently leading complex or ambiguous customer situations, influencing senior stakeholders, shaping multi-quarter technical roadmaps and retention strategies, and turning your experience into reusable playbooks, enablement, and mentoring. You will also help advance the CSTA practice through hiring, onboarding, coaching, operational improvements, and cross-functional influence with Product, Support, Professional Services, Sales, and leadership.

As a CSTA At Confluent, You Can Expect To

• Champion and advocate for the customer within Confluent. You will be the technical voice of the customer and will leverage learned technical insights & perspective while coordinating between Confluent Sales, Product, Services, Support and Training teams to drive technical success.
• Identify customer technical objections and develop strategies to address those blockers to adoption.
• Proactively support customers through technical lifecycle activities such as architecture planning, cluster & security design, monitoring & automation; review & provide guidance on upgrade or migration plans, platform & application hardening ideas and high availability design.
• Guide customers up the data streaming maturity curve through recommendations on advanced technical topics (e.g. data mesh, stream processing, utilization optimization & performance tuning)
• Develop and present periodic customer reviews, including analysis of technical health and operational performance, to Confluent senior management.
• Document and transfer knowledge to customers and internal teams. This assists customers in advancing their knowledge & abilities on their own, while also helping Technical Support Engineers and Professional Services teams better serve your customers.
• Leverage knowledge of your customer environments and use cases to influence the roadmap of Confluent products.
• When necessary, roll up your sleeves and dig in to help address customer issues alongside Confluent Technical Support Engineers and Core Engineering

Additional Staff CSTA expectations:

• Lead complex, high-visibility, or at-risk customer engagements with minimal supervision and bring structure to ambiguous situations.
• Build trusted relationships with customer champions, senior leaders, and economic stakeholders, connecting technical priorities to business outcomes.
• Define and drive multi-quarter technical success plans that improve customer health, adoption, consumption, retention, and growth.
• Identify patterns across customers and turn them into reusable frameworks, playbooks, standards, and scalable ways of working for the wider CSTA team.
• Mentor and coach CSTAs at different levels, helping them strengthen their technical judgment, customer communication, account strategy, and ability to manage risk.
• Contribute to hiring, onboarding, interviewing, and enablement programs that raise the capability of the CSTA organization.
• Influence cross-functional strategy by bringing data-backed customer insights to Product, En