Customer Success & Delivery Architect

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

The core functions of this role include:

• Driving the initial deployment and adoption of SysTrackwith 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

The key requirements for this include:

• 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: Remote; candidates must be based in Ontario


• Travel: Up to 20%

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