Senior Customer Solutions Architect

Who are Tyk, and what do we do?
The Tyk API Management platform is helping to drive the connected world and power new products and services. We’re changing the way that organisations connect any number of their systems and services. Whether internal, external, public or highly encrypted systems, Tyk helps businesses drive value across the retail, finance, telecoms, healthcare, or media industries (to name just a few!) 

If you’ve banked online, used an app to check the news, or perhaps even driven a connected car, API’s, and by extension, Tyk, make that possible. Founded in 2015 with offices in London - UK, London - Ontario, Atlanta and Singapore, we have many thousands of users of our B2B platform across the globe. Brands using Tyk range from Lotte, Bell, T Mobile, to RBS, Capital One and Vinci. We have a varied user base hailing from every continent – even Antarctica.

Our Mission
Tyk is on a mission to connect every system in the world. We’ve started by building an API Management platform.

Total flexibility, default remote, radical responsibility
We offer unlimited paid holidays and remote working from anywhere in the world, for everyone, Why? Tyk was founded on the principle of offering flexibility and autonomy to our employees, we believe this allows our employees to achieve their best results. It also means we can build the best possible team, location and working hours are no barrier. 

If this sounds like an environment that you believe could work for you then read on to find out more.

The role:

We are seeking a highly skilled and customer-focused Senior Customer Solutions Architect to join our team. The Senior CSA will play a pivotal role in ensuring our customers achieve their desired outcomes by leveraging our products and services effectively, this will be achieved through various types of engagement which might include Professional Service. 

This role combines technical expertise, strategic thinking, and a deep understanding of customer needs to drive adoption, satisfaction, and long-term success. The role might require traveling to customer sites, Company events and Conferences.

The ideal Senior Customer Solutions Architect is a problem-solver with a strong technical background, excellent communication skills, and a passion for helping customers succeed. You will work closely with customers, Account Managers, internal teams, and stakeholders to design solutions, optimise workflows, and ensure seamless integration of our products into the customer’s environment.

Here’s what you’ll be getting up to:

Customer Engagement & Strategy:  

• Live the Tyk Values daily.
• Act as a trusted advisor to customers, understanding their business goals, challenges, and technical requirements.  
• Develop and execute success plans tailored to each customer’s unique needs, ensuring alignment with their objectives.  
• Conduct regular business reviews to assess progress, identify risks, and recommend actionable strategies for improvement,
• Maintain a customer-centric approach to leverage growth opportunities and expand API adoption.
• Engage with Channel Partners and System Integrator on the behalf of the customer

Technical Expertise & Solution Design:  

• Collaborate with customers to design and implement solutions that maximize the    value of our products and services.  
• Provide technical guidance on product configuration, integration, and customisation to meet customer requirements.  
• Troubleshoot and resolve complex technical issues when onboarding or during consultancy engagements, escalating to internal teams when necessary. 

Adoption & Optimisation:

• Drive product adoption by educating customers on best practices, new features,     and advanced use cases.  
• Analyse with the customer usage data to identify opportunities for optimisation and provide actionable recommendations.  
• Deliver workshops, training sessions, and webinars to empower customers and  enhance their experience. 
• Own the technical engagement with the customer.

Cross-Functional Collaboration:

• Partner with Sales, Product, Support, and Engineering teams to ensure a seamless customer experience.  
• Advocate for customer needs internally, providing feedback to influence product  roadmap and improvements.  
• Contribute to the development of customer success assets, including playbooks,  case studies, and best practices.  

Customer Retention & Growth: 

•    Proactively identify risks that might impact customer satisfaction and plan remediation.
•    Build strong relationships with key stakeholders to drive renewal and expansion  opportunities.