SaaS Trusted Advisor I

  About Arctera 

Arctera keeps the world’s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. 

Arctera is behind the scenes making sure that many of the biggest organizations in the world – and many of the smallest too – can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. 

Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. 

It’s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation – and the arrival of the age of AI – has set the course for a new explosion in data creation. 

Joining the Arctera team, you’ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world’s critical infrastructure and to keep all our data safe. 

As a SaaS Trusted Advisor I, you will serve as a strategic partner to our clients, leveraging your expertise to guide them in maximizing the value of our solutions. Your role will involve understanding client needs, aligning solutions with their goals, and ensuring compliance with regional certifications and industry-specific requirements. This position is ideal for a domain expert with knowledge in Healthcare, Financial Services, and Banking who is passionate about driving client success through innovative solutions, including Machine Learning (ML) and Artificial Intelligence (AI).

Responsibilities:

• Policy Guidance and Customization
  • Create and customize classification policies to address specific requirements.
  • Assist and guide clients in Classification policy adoption.
  • Advise on usage analysis and provide strategic recommendations.
• Product Adoption
  • Provide expertise and guidance in solution implementation, optimization, and drive adoption to maximize value.
  • Assist clients with ML and AI adoption strategies to improve processes and outcomes.
  • Leverage AI-based predictive analytics and trend analysis to provide actionable insights.
  • Stay abreast of product changes and new features to recommend product capabilities that lead to adoption.
  • Provide Product training to new customers during onboarding and on-demand training as and when needed.
• Proactive Monitoring and Reporting
  • Conduct health checks and proactive monitoring to ensure system optimization.
  • Build and deliver custom reports leveraging the Report API.
  • Monitor Content collection queues and Migration dashboards.
• Content and Data Management
  • Create custom content sources (e.g., JSON, text-delimited, voice data).
  • Manage SaaS SLAs, overage alerts, subscription renewals, and retention policies.
  • Configure audio/video capture settings and customize stop words.
• Security and Compliance
  • Oversee customer trust and security assurance reviews.
  • Perform certification reviews, including annual SOC2 Type 2 and penetration testing.
  • Customize immutable policies to meet security and compliance needs.
  • Manage security protocols, encryption, and policy creation.
  • Customize Classification policies to assist customers meet data management requirements
• Client Engagement
  • Serve as a strategic partner and advisor, understanding and addressing client business challenges.
  • Develop and maintain relationships with key stakeholders to ensure satisfaction and trust.
  • Facilitate knowledge sharing through quarterly training sessions and best practice workshops.
  • Act as a liaison between clients and internal teams, ensuring alignment on goals and deliverables.
  • Analyze client feedback and metrics to identify opportunities for improvement and growth.
• SaaS Subscription Management
  • Provision tenant for clients in alignment with their requirements
  • Oversee the entire lifecycle, including activation, renewal, upgrades, downgrades, and cancellations.
  • Ensure compliance with SLAs, including uptime, performance, and support commitments.
  • Monitor and report on SLA adherence and address any breaches.
  • Provide transparent reporting on overage charges and suggest optimization strategies.
  • Ensure accurate invoicing and handle disputes promptly.
  • Identify at-risk accounts and implement strategies to reduce churn.
  • Generate detailed reports on subscription performance, growth, and revenue metrics.
  • Use insights to make data-driven decisions for strategic planning.

Basic Qualifications:

• 1-2 years’ experience as a strategic partner or trusted advisor in a client-facing role, this is a junior level role.
• Technical knowledge in policy management, ML/AI adoption, and system optimization.
• Excellent communication and relationship-building skills.
• Ability to analyze and interpret data to provide actionable insights.
• Commitment to delivering exceptional client experiences and driving business outcomes.
• Excellent understanding of SaaS Subscription Management.

Additional Qualifications:

• Domain Expertise-Deep understanding of the Healthcare, Financial Services, and Banking sectors.
• Regulatory Knowledge-Familiarity with regional certifications and compliance standards like Helios, APRA, CSSF, FINRA, and MiFIDII.
• Technical Acumen-Strong grasp of Machine Learning and Artificial Intelligence technologies and their practical applications.

This role offers an opportunity to make a meaningful impact on client success and innovation by combining domain expertise, technology adoption, and strategic advisory capabilities.