[Hiring] Customer Experience Architect (Technical Account Manager) @Digital.ai

Role Description

As a Customer Experience Architect, you will serve as a technical account manager, a named resource and partner for Digital.ai customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Digital.ai investment.

Qualifications

• Strong experience with DevOps practices and CI/CD ecosystems, including pipeline design, release orchestration, and enterprise delivery processes.
• Hands-on experience with automation and Infrastructure as Code tools (e.g., Ansible, Terraform).
• Experience working with modern CI/CD toolchains (e.g., Azure DevOps, GitHub, GitLab, Atlassian suite).
• Ability to troubleshoot and operate within complex customer environments, including integrations across multiple systems and tools.
• Proficiency in at least one programming language (preferably Python) to support integrations, scripting, and environment analysis.
• Strong understanding of enterprise platforms, cloud concepts, and system integrations.
• Familiarity with Agile delivery practices and test automation frameworks (e.g., Selenium, Playwright).
• Understanding of DevSecOps concepts, including policy-driven governance and security gates in pipelines.
• Awareness of GenAI impact across the SDLC and ability to discuss practical use cases.
• Exposure to AI-assisted development tools (e.g., GitHub Copilot).
• Basic understanding of LLMs and emerging AI patterns.

Requirements

• A strong desire to help customers succeed, with a proactive approach to identifying and addressing their needs.
• Excellent verbal and written communication skills to explain complex technical concepts to non-technical users, including active listening to understand customer needs.
• Ability to diagnose and resolve technical issues efficiently, including troubleshooting skills and a methodical approach to problem-solving.
• Ability to manage multiple customer accounts and projects simultaneously, ensuring timely and effective delivery of solutions.
• Building and maintaining strong relationships with customers, understanding their business goals, and acting as a trusted advisor.
• Experience in conducting training sessions, webinars, and creating educational materials to help customers maximize the use of the software.
• Ability to analyze customer data and usage patterns to identify opportunities for improvement and optimization.
• Flexibility to adapt to changing customer needs and evolving product features.
• Working effectively with cross-functional teams, including sales, product development, and engineering, to ensure customer success.
• Fluency in French and English speaking/reading/writing skills.

Benefits

• 25 days PTO and 12 days RTT.
• Comprehensive pension plan.
• Work from home allowance.
• Unlimited access to continuous learning and professional development with TalentLMS.
• Flexible working arrangements.
• Opportunity to work with a diverse, globally distributed team.