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Solutions Architect, Customer Success

Plano, Texas, United States of America

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Job Title:

Solutions Architect, Customer Success

Role Overview:

The Solutions Architect position is a technical leadership role that defines, tests, and enables success with Trellix products to drive use case adoption and value realization for customers. Reporting to the Sr Director of Solution Engineering, the Solutions Architect will serve as the global subject matter expert for best practices and usage of one or more Trellix products. The Solutions Architect will partner globally with field customer success teams to ensure the best practices, delivery methodologies, and technical enablement evolves to support emerging product trends and changing customer needs. As a technical expert, the Solutions Architect will work across various Trellix functional organizations and business units, and with all levels of the company, from Customer Success, Support, Sales, Product Management and Engineering.

The Solutions Architect position is a technical leadership role that defines, tests, and enables success with Trellix products to drive use case adoption and value realization for customers. Reporting to the Sr Director of Solution Engineering, the Solutions Architect will serve as the global subject matter expert for best practices and usage of one or more Trellix products. The Solutions Architect will partner globally with field customer success teams to ensure the best practices, delivery methodologies, and technical enablement evolves to support emerging product trends and changing customer needs. As a technical expert, the Solutions Architect will work across various Trellix functional organizations and business units, and with all levels of the company, from Customer Success, Support, Sales, Product Management and Engineering.

Responsibilities:

* Ownership for defining the technical adoption journey for one or more Trellix products

* Engage and lead cross-functional and geographically disperse teams in the development and curation of adoption best practices and methodologies

* Create templates, deliverables, and enablement material for use by the global customers success team and Trellix partners

* Collaborate with Customer Success Product Management in the definition and development of success delivery capabilities.

* Develop mutually beneficial and collaborative relationships with PM and Engineering for assigned products.

* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives

* Strong ability to lead and influence technical talent in a matrixed organization, driving to

* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems

Qualifications:

* Technical software service delivery, preferably in an enterprise environment (customer success, pro serv, support, learning) preferred.

* Demonstrated ability to lead and motivate others, especially top technical talent

* Strong capacity for influencing, negotiating, and delegating efforts

* Excellent verbal and written communication skills, presentation skills

* Ability to work in a fast paced, challenging environment with global teams supporting global customers

* Experience as Solutions Architect, Consultant, Professional Services or similar roles desired

* 8+ years of customer facing services delivery roles

* 3+ years of cybersecurity experience

* BA/BS or equivalent

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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