About Arctera :

Arctera ensures the world's IT systems operate seamlessly. We build trust by enabling organizations, from the largest enterprises to the smallest businesses, to confidently navigate ransomware attacks, natural disasters, and compliance challenges without interruption. We achieve this through the power of data and our flagship products: Insight, InfoScale, and Backup Exec.

Our data-driven approach also helps customers maintain personal privacy, reduce the environmental impact of data storage, and defend against the illegal or immoral use of information.

This critical task continues to grow in complexity as data volumes surge. The world produces more data every day than ever before, and global digital transformation, coupled with the arrival of the age of AI, promises a new explosion in data creation.

Joining Arctera means becoming part of a team that innovates to harness the power of the latest technologies, protecting the world's critical infrastructure and keeping all our data safe.

Position Overview :

As a Trusted Advisor at Arctera, 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 deeply understanding client needs, aligning our solutions with their business 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).

Key Responsibilities :

Policy Guidance and Customization :

- Create and customize classification policies to address specific client requirements.

- Assist and guide clients in the adoption of classification policies.

- 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.

- Deliver product training to new onboarding customers and on-demand training to existing customers.

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 in meeting data management requirements.

SaaS Subscription Management :

- Provision tenants 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.

Nice to Have :

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.

- Experience with cloud platforms (e.g., AWS, Azure, GCP) and their data management services.

- Familiarity with data governance frameworks and data privacy regulations (e.g., GDPR, CCPA).

- Understanding of database concepts (SQL/NoSQL) and data warehousing.

- Knowledge of scripting languages (e.g., Python, PowerShell) for automation and reporting.

Required Skills and Attributes :

- Proven experience as a strategic partner or trusted advisor in a client-facing role.

- Strong 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.