Professional Services - Canada

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Enterprise AI is moving from pilots to production, and the constraint is no longer the model — it's the data. Agents are only as good as what they can sense, trust, and act on in the moment, and real-time, event-driven data is becoming the foundation every serious AI system runs on. Solace is the leading real-time data platform for the enterprise AI era. Established enterprises worldwide — including RBC Capital Markets, Bosch, Heineken, PSA Singapore, United Airlines, Schwarz Group, and hundreds more — have built their business around Solace to enable intelligent, real-time experiences, modernize their application and integration landscape, and create seamless digital journeys for their customers, partners, and employees. So, the next time you drive a car, order furniture online, fly in a plane, check your bank balance on your phone, your positive experience could be a direct result of our technology—and your hard work! About the Role Our customers with the most demanding deployments subscribe to Advanced Services. These are the enterprises where Solace is carrying something the business cannot do without, and where an outage is a business event rather than a support ticket. They pay for a higher standard of service, and the Service Owner is accountable. You carry a portfolio of these customers and you own their experience of Solace : how well we understand their environment, how quickly problems get found, how clearly we explain what we are doing about them, and whether the platform keeps up with where their business is heading. This is a continuous relationship rather than a project, and it does not get handed off at the end of a phase. It is yours. What You’ll Do Own the customer relationship Be the named technical contact for a portfolio of Advanced Services customers, and the person inside Solace who understands their environment best Build the kind of relationship where their architects call you before they make a decision rather than after Report on service quality and the health of their estate in a way both their engineers and their leadership can act on Advise them on where the Solace platform is going and which parts of it are worth their attention Maintain ownership of all open support tickets for your accounts, ensuring they are progressed, accurately documented, and closed promptly Produce and deliver service status reports for every customer with different levels of detail and frequencies Own the quality of the service Keep your customers' environments under active watch so that problems are found by us and not reported by them Take issues end to end: triage, resolution, documentation and follow-up, including the ones nobody else wants to pick up Pull in Support, Engineering and the account team when an issue needs them, and stay accountable for the outcome until it is closed Hold the line on the standard. If the service is falling short for one of your customers, you should be the first to know it and the first to say so Get new customers to steady state Lead onboarding for new Advanced Services customers and bring them to a stable, well-understood steady state Keep onboarding on schedule and raise blockers early instead of letting a date slide quietly Keep adjusting after go-live until the service fits how the customer actually operates Keep customers ahead of their own growth Watch capacity and growth trends and flag what is needed well before it becomes urgent Keep deployments on supported, current versions and coordinate upgrades with as little disruption as possible Track advisories and known issues, and tell each customer what, if anything, it means for them Make the practice better Improve the playbooks you work from, so the next customer and the next Service Owner both benefit Feed product gaps, architecture problems and customer education needs back to Product, Account and Customer Success teams Give the account team the technical credibility they need at renewal, and speak up where a customer would ge

企业AI正从试点走向生产，而制约因素不再是模型——而是数据。智能体的能力取决于它们当下能够感知、信任并采取行动的内容，而实时、事件驱动的数据正成为每一个严肃AI系统运行的基础。Solace是企业AI时代领先的实时数据平台。全球知名企业——包括RBC Capital Markets、Bosch、Heineken、PSA Singapore、United Airlines、Schwarz Group以及数百家其他企业——都已围绕Solace构建其业务，以实现智能化的实时体验、现代化其应用与集成格局，并为客户、合作伙伴和员工打造无缝的数字化旅程。因此，下次您驾驶汽车、在线订购家具、乘坐飞机、在手机上查看银行余额时，您的良好体验可能正是我们技术——以及您辛勤工作——的直接成果！关于该职位我们部署要求最严苛的客户订阅了Advanced Services。在这些企业中，Solace承载着业务不可或缺的关键功能，一旦发生中断，那就是业务事件而非支持工单。他们为更高标准的服务付费，而Service Owner对此负责。您负责管理一批这样的客户，并掌管他们对Solace的体验：我们对他们环境的理解程度、问题被发现的速度、我们解释应对措施的清晰度，以及平台能否跟上他们业务的发展方向。这是一种持续的关系而非项目，不会在某个阶段结束时被移交。它是您的。您将做什么掌控客户关系作为一批Advanced Services客户指定的技术联系人，以及Solace内部最了解他们环境的人建立这样一种关系：他们的架构师在做决策之前而非之后给您打电话以他们的工程师和管理层都能据此行动的方式，报告服务质量和其资产环境的健康状况就Solace平台的发展方向以及其中哪些部分值得他们关注提供建议对您名下所有未关闭的支持工单保持负责，确保它们得到推进、准确记录并及时关闭为每位客户制作并交付不同详细程度和频率的服务状态报告掌控服务质量让您客户的环境处于主动监控之下，使问题由我们发现而非由他们报告端到端处理问题：分诊、解决、记录和跟进，包括那些其他人不愿接手的问题当问题需要支持、工程和客户团队介入时将其拉入，并对结果保持负责直至关闭坚守标准底线。如果服务对您的某位客户不达标，您应当是最先知道的人，也是最先说出来的人让新客户达到稳定状态主导新Advanced Services客户的入驻，带领他们达到稳定、清晰可控的稳态让入驻按计划进行，尽早提出阻碍因素，而不是让日期悄悄滑过在上线后持续调整，直到服务契合客户的实际运营方式让客户领先于自身的增长关注容量和增长趋势，在变得紧迫之前及早提示所需事项让部署保持在受支持的最新版本上，并以尽可能小的干扰协调升级跟踪公告和已知问题，并告知每位客户这些对他们意味着什么（如有）让实践变得更好改进您所依据的playbook，让下一位客户和下一位Service Owner都能受益将产品缺口、架构问题和客户教育需求反馈给产品、客户和Customer Success团队在续约时为客户团队提供所需的技术可信度，并在客户会……的场合直言不讳

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