Technical Account Manager

IV.AI, a US company headquartered in Los Angeles, is looking for remote Data Scientists to join and help work on machine learning problems (in the field of NLP) for unstructured data and large enterprise users and to improve the suite of products we offer. The ideal candidate should be helpful, responsive, dependable, and comfortable working remotely within a small team with tight deadlines. We value people who thrive working collaboratively in a distributed team and who are enthusiastic about the potential of machine learning.

We are seeking a Technical Account Manager to join our Post-Sales team. In this role, you will manage client relationships, oversee deliverables, and coordinate across internal teams to ensure smooth implementation and ongoing client success. You will balance project management and account ownership with a hands-on troubleshooting and technical problem-solving approach.

This role requires a strong communicator and strategic thinker who can connect the dots between technical solutions and business value for the customer. This role will report directly to the VP of growth and will collaborate closely with the Sales, AI, and Product teams to help clients achieve their business and technical goals.

Timezone: PST

Responsibilities

• Client Management and Success
• Build strong and positive partnerships with various stakeholders within the client organization to execute a technology strategy
• Act as the primary point person for customers' technical requests and take care of any technical issues
• Collaborate with clients to define project goals, milestones and success metrics
• Support and empower the sales team by addressing technical questions and internal enablement for new and existing products
• Take initiative in identifying growth opportunities
• Partner with Sales to develop win strategies for key accounts during the evaluation process as well as for upsells and renewals
• Collaboration and cooperation with Sales for smooth client handovers upon signature of a deal
• Project and Timeline Ownership:
• Lead implementation, documentation, scoping, and project planning with internal teams to ensure alignment on deliverables and timelines.
• Track project progress, manage risks, and proactively communicate updates to internal and external stakeholders.
• Coordinate resources across internal teams to meet client requirements and resolve roadblocks.

Technical Problem-Solving and Enablement:

• Deliver product feedback and new requirements to the CTO and Product team based on field intel
• Support clients in troubleshooting technical challenges and resolving configuration issues.
• Deliver product demonstrations, walkthroughs, and POCs to help clients understand and maximize our platform's capabilities.
• Translate client business needs into actionable technical solutions, working closely with the Product and Engineering teams.

Requirements

• We are looking for a customer-focused individual who cares about managing relationships, shipping great software product experiences to clients, is creative in their outlook to solving problems, and also considers the details. If you have the following experience, then we'd love to hear from you:
• 4+ years experience in Technical Account Management
• Demonstrated ability to manage complex projects, timelines, and deliverables across multiple stakeholders.
• A deep understanding of customer needs and the ability to connect technical solutions to business outcomes.
• Strong verbal and written communication skills and ability to manage conversations with customers, both technical and non-technical in nature
• Experience in managing multiple stakeholders and projects and time-management proficiency
• Strong analytical skills and ability to convey insights and troubleshoot problems.
• Proficient in Powerpoint, Miro and data schemas and visualization

Bonus Points

• Our primary working stack is Miro, TypeScript, Python, Java, React, GraphQL and Postgres, Notion, Asana so some experience in any or all of these would be ideal
• Other data modeling experience (whether SQL schema, GraphQL types, MongoDB, etc)
• Experience in Sales/Technical Sales or working closely with those teams

Benefits

• Paid Time Off
• Work From Home
• Training & Development

We are…

IV.AI is the world's leading language processing AI platform. We have grown fast, but aim to retain our scrappy nature that enabled us to build big AI models that outperform the industry standards. There are many companies right now that talk about the potential impact of AI while we hustle hard and have actually proven the benefits repeatedly.

Helpful

We help people become smarter by using AI or data generated by AI models - the increased human intelligence is driven via a polished AI product that makes sense of noisy social media data, documents, web data, podcasts, internal or external communications. IV.AI takes problems that were previously too complex to manage because of the scope of the research and tracking needed to solve them and makes them easy to solve via high-quality data, easy to use tools and experienced, helpful teams.

Inclusive

Our inclusive culture values people regardless of their background, education or upbringing. In order to train machines to act appropriately, we need builders and contributors who are representative of the entire population. AI is only as good as the teams working on it and the training they receive. AI is incredibly powerful and human bias in the training process can be equally harmful to the world if the technology is not being managed by teams of people who are diverse and considerate.

Hardworking

In just 5 years IV.AI has built a scalable platform with 100s of AI solutions for Fortune 500 companies including Sony, Walmart, Toyota, Netflix, Time Warner, Fox, Capital One, Estée Lauder, to name a few.

Professional

Being professional and respectful of clients and coworkers is of the utmost importance. We work with blue-chip clients and with very sensitive data that requires care and diligence via our focussed security systems and protocols.

Collaborative

Our employees are constantly problem-solving and assessing their own output to maximise delivery. It's important that our team is always looking for the best way of addressing problems so we can manage customer expectations.