5-7 years of experience in customer service or customer success, preferably in the technology sector.
Active TS/SCI clearance with CI Polygraph is mandatory.
Basic understanding of AI and machine learning concepts.
Effective communication skills to explain technical concepts to non-technical stakeholders.
Basic data analysis skills, capable of interpreting metrics and usage patterns.
Experience in gathering customer insights for strategy development.
Familiarity with AI product features and function development.
Responsibilities
Develop long-term relationships with customers to enhance loyalty and retention.
Effectively communicate AI product value propositions to clients.
Identify and resolve complex technical issues in collaboration with internal teams.
Analyze customer engagement data to identify usage trends and insights.
Gather customer feedback to inform product improvements and drive success strategies.
Manage updates to AI products, ensuring smooth customer transitions to new features.
Occasional travel (up to 20%) for on-site installations and troubleshooting activities.
Benefits
Direct hire position with a respected firm in the Intelligence Community.
Opportunity to work with cutting-edge AI technologies.
Engagement in a diverse, collaborative team environment.
Role significantly contributing to customer success and product development.
Professional growth potential within a high-demand field.
Full Job Description
NorthHill Technology Resources has a need for an AI Platform Customer Service Manager to support a Federal Program in Chantilly, VA. This is a direct-hire role with our client, a highly respected firm in the Intelligence Community. Due to the nature of the work, an active TS/SCI Clearance and CI Polygraph is required.
AI Platform - Customer Service Manager
If you enjoy working with new technologies, enterprise-leading equipment, and have a passion for building and maintaining AI infrastructures, we would like to speak to you. This position will play a key role in supporting customers leveraging next-generation infrastructure to drive innovation in the Artificial Intelligence (AI) field. You will join a diverse team of engineers responsible for ensuring that customers achieve their desired outcomes with our AI-powered solutions, by providing strategic guidance, technical support, and relationship management. The role requires the ability to identify and address potential customer pain points. The AI Platform CSM helps customers maximize the value of our AI products and achieve measurable success. This role requires strong communication and collaboration skills, as the CSM must work closely with stakeholders from engineering, sales, and program management to deliver an exceptional customer experience.
Key Job Responsibilities
The AI Platform CSM possesses the skills required to develop long-term relationships with customers that drive loyalty, retention, and growth for the program.
Basic understanding of AI and machine learning concepts, such as data preprocessing, model training, and deployment. They should be able to explain complex technical terms to customers in a non-technical manner.
Effective communication is crucial for a CSM working with AI products. They should be able to articulate the value proposition of their product, address customer concerns, and provide clear explanations of features and benefits.
Able to identify and resolve complex technical problems, work collaboratively with internal teams (e.g., engineering), and escalate critical issues when necessary.
Many AI products rely on data to function effectively. An AI Platform CSM should have basic data analysis skills, including the ability to interpret data metrics, track customer engagement, and identify trends in usage patterns.
Experience gathering insights from customers about their needs, pain points, and goals. The AI Platform CSM demonstrates the ability to use this information to develop targeted strategies for customer success, retention, and growth.
A CSM should have a deep understanding of the AI product's features, functionality, and limitations. They should be able to explain how the product works, provide usage guidance, and identify potential areas for improvement.
As our AI Platform evolves, customers may need to adapt to new features or workflows. The CSM should be able to manage these changes effectively, communicate with customers about updates, and ensure a smooth customer experience.
Travel up to 20% of the time, as required, to perform on-site installations, maintenance, and troubleshooting activities at customer sites or data centers.
Clearance Requirements
Active TS/SCI clearance with Counterintelligence polygraph
Have current IAM Level II to satisfy DOD 8570 IAT requirements
