Customer Outcome Architect

Customer Outcome Architect - Rocketlane Return to jobs list Customer Outcome Architect Job type: Full Time · Department: Post Sales · Work type: On-Site Chennai, Tamil Nadu, India Job details Application form About Rocketlane Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation. Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries. We’re a close-knit team of over 200+ passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $105M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners.tners India, and super angels like Gokul Rajaram, Girish Mathrubootham, and Clark Valberg, etc. Role Overview The Customer Outcome Architect (COA) is a specialist role responsible for designing and delivering net new customer outcomes where value cannot be unlocked through standard product configuration alone. COAs operate as an outcome-engineering team , engaged selectively for optimization reviews, complex automations, integrations, and custom extensions . What you will do? 1. Optimization Reviews & Outcome Discovery Lead structured Optimization Reviews for strategic accounts Identify gaps between customer goals and current Rocketlane setup/ usage Translate business objectives into clear, executable solution designs Produce outcome-oriented initiatives that can we delivered 2. Solution Architecture & Design Design end-to-end solutions involving: Complex Workato / Zapier automations Multi-system workflows (CRM, ticketing, finance, etc.) Data transformations and logic Define target-state architectures before execution begins Clearly separate design vs execution ownership across CS and TAM 3. Complex Automation & Execution Build and deliver: Advanced Workato recipes Conditional, multi-step automations First-time implementations of high-complexity workflows Own execution when work: Requires architectural judgment Is bespoke or outcome-critical Would misuse TAM support hours 4. Custom Apps & Extensions Design and develop: Custom Rocketlane apps Embedded widgets, extensions, and AI agents Own solutions end-to-end where product extensibility is required Ensure solutions are production-ready and adoptable by customers 5. Proof of Value & Expansion Enablement Create demonstrable proof of value for strategic use cases Quantify operational impact and efficiency gains Enable Account Managers with: Clear scope Defined outcomes Expansion-ready narratives (COA does not sell or negotiate) 6. Cross-Functional Collaboration Partner closely with - Customer success, Product & Engineering for extensibility and feedback You should Apply if Technical & Solutioning Strong understanding of SaaS workflows and PS/CS operations Hands-on experience with: Automation platforms (Workato or similar) Integrations and APIs Workflow and data design Ability to distinguish design problems from execution tasks Problem Solving Structured, outcome-first thinking Ability to decompose ambiguous problems into solvable components Comfort operating in high-context, non-repeatable scenarios Communication Clear articulation of solution designs to technical and non-technical stakeholders Ability to document architectures and execution plans Strong collaboration without ownership confusion