Lakeside Software is how organizations with large, complex IT environments can finally get visibility across their entire digital estate and see how to do more with less. For far too long, IT teams have struggled to see what’s going on in their dark estate – where costly inefficiencies, poor employee experiences, and unresolved problems hide. Only Lakeside lets you give everyone a better view, so they can see the hidden issues, see the smartest fixes, and see the biggest savings. That’s why so many of the world’s leading global brands rely on Lakeside. And it’s how our customers see an average ROI of more than 250%.
The Role
The Customer Success & Delivery Architect will be responsible for understanding customer’s needs and developing strategies, programs and technical solutions based on SysTrack. This strategic role will encompass the post-sales care of our customers with an emphasis on the initial design, project delivery and enablement of our SysTrack platform, by way of a prescriptive program to help our customers execute tasks, gain insight through data, and optimize their IT initiatives with the goal of improving end-user experience and productivity.
What You'll Do
- Driving the initial deployment and adoption of SysTrack with a focus on the customer’s top 3-4 priorities
- Establishing and adhering to project guidelines, documenting interactions and key indicators of account health with regards to customer levels of engagement, holding meetings at regular cadences, tracking open technical issues and providing a bridge of communication to other members of the Customer Success team and our technical support teams
- Meeting customer retention goals as a team
- Being a strong team player, collaborating cross-functionally, and other duties as reasonably assigned
What You'll Bring To Lakeside
- 10 years of relevant work experience (Solutions Engineer/Architect, Principal Consultant, prior TAM/TRM role, Technical Delivery Lead, etc.)
- Transformational program leadership experience, bringing a collaborative approach to successful key global transformation initiatives
- Worked for wide range of clients, across several verticals, helping understand business and technology goals/trade-offs, to detail execution strategies, whilst also maintaining the big picture strategic view
- Experience engaging with the C-suite to ensure effective engagement with business stakeholders and 3rd parties to guarantee business and technology alignment and delivery in Fortune 500 customers
- Experience engaging a global, multi-cultural customer base and maintaining a high level of customer satisfaction
- Excellent interpersonal communication skills with the ability to discuss the subject matter in both broad and specific aspects across a range of stakeholders from technical personnel to the C-suite
- Experience designing and delivering technical product solutions to large enterprise customers
- Technical documentation and presentation experience
- Ability to troubleshoot and resolve issues with a data intensive, distributed application suite running in front of a SQL backend database
- Ability to analyze software, hardware, and virtual platform configurations
- Strong knowledge of project delivery methodologies, with a history of application to digital improvement within End User Computing and Infrastructure
- Ability to learn the SysTrack product suite rapidly to become a functional member of the Customer Success organization
- Prior SysTrack knowledge or experience is a plus
- Prior experience with Infrastructure monitoring and Digital Experience Management tools is a definite plus
Additional Details
- Location: Preference for Hybrid with 1-2 days per week in our Downtown Boston, MA office. The frequency at which the hire will be asked to come onsite is based on their proximity to the office
- Travel: Up to 20%
Lakeside Software is committed to pursuing a diverse and talented team and offering an inclusive environment for all employees and candidates. As we expand our DE&I reach, we are particularly interested in receiving candidate applications from a broad spectrum of individuals, including women, historically marginalized groups, individuals with disabilities, members of the LGBTQIA+ community, veterans, and any other legally protected group. Lakeside is dedicated to providing equal access and opportunity, as well as reasonable accommodation, for individuals with disabilities in employment, its services, activities, and programs. Lakeside is an Equal Opportunity Employer and does not make hiring or employment decisions on any basis protected by applicable local, state, or federal laws or prohibited by Company policy. If reasonable accommodation is needed to participate in the job application or interview process, to perform required job functions, or to receive other benefits and privileges of employment, please contact accomodations @lakesidesoftware.com.
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