It has been an exciting 2 weeks for me in my new role as a Solution Architect for Yahoo! Media
I have been meeting with a few of our customers which has helped me firm up my thinking of how to approach this role.
I break it down into 3 areas. How am I measured? What are my daily duties? What is my approach to my job?
1) How am I measured?
- First and foremost, I represent my team and the product. I am first point of contact for my customers. I am measured by customer satisfaction. I need to understand the customer expectation, whether those are realistic, manage the expectations, and then deliver to those.
- In order to do that, I need to find a way to measure cust sat on mailing list, the various team’s customer sat number and the overall engagement. Take a baseline, set a target, get support from my executive team, and measure iteratively.
2) What are my daily duties
- I will break down requirements into queue items for my teams.
- I will prototype.
- I will troubleshoot and unblock the developers
- I will document architectual changes, facilitate architects to reach a decision in an SLA that the customer expects.
- I will identify large gaps early on and feed only important items to my teams.
- I will document solutions, communicate them internally as well externally.
- I will provide training to new engineers, editors, product managers
- Feedback to the executive team on large pain points, proposal for process improvements, known short coming of the system.
- I will plan ahead for my customers and my development team.
- I will fix and write new documentation
- I will be an evangelist
- I will document the current process, measure, set target and figure out who needs to improve the long pole.
3) My approach to the job
- measure and iterate on customer expectation verses what we are delivering
- encourage dark launches of sites, so that when something is good enough, we launch and iterate. Don’t do huge 3 month long projects
- answer a question with a link to the document or write it and send a link to it
- hand the customer a working environment. Do the grunt work, and if it’s painful, then automate it
- feedback to my team, and make sure my feedback is small in volume, big on importance
- figure out a way to have peer feedback for my self, my teams, and even my customers to build in customer satisfaction one of the key feedback loops and measurement of success