TITLE: AI Platform - Customer Service Manager
LOCATION: McLean, VA
CLEARANCE REQUIRED: Active DoD TS/SCI with CI Polygraph
EMPLOYMENT-TYPE: Full-time, On-site
POSITION SUMMARYModern Government Solutions (MGS) is seeking an AI Platform - Customer Service Manager (CSM) to serve as the primary customer-facing partner for users of mission-critical AI platform solutions. This role is responsible for building trusted relationships, understanding customer goals and challenges, and ensuring successful adoption and ongoing use of AI-enabled infrastructure. The AI Platform CSM works closely with engineering, product, and program teams to coordinate technical support, resolve issues, communicate platform capabilities and updates, and deliver a seamless customer experience. By translating complex technical concepts into clear, actionable guidance and leveraging customer insights and usage data, the CSM helps maximize platform value, drive customer success, and support continuous improvement across government programs, including occasional on-site support at customer locations as required.
RESPONSIBILITIES (not limited to):- Serve as the primary customer-facing point of contact for AI platform users, building trusted relationships that drive adoption, retention, and long-term program success.
- Partner with customers to understand their goals, requirements, and pain points, and provide guidance to help them maximize the value of AI platform capabilities.
- Communicate complex technical concepts related to AI and platform infrastructure in clear, non-technical terms to a variety of stakeholders.
- Provide technical guidance and coordinate troubleshooting efforts by working closely with engineering, product, and program teams.
- Identify, track, and help resolve customer issues, escalating critical risks as needed to ensure timely and effective resolution.
- Analyze basic platform usage metrics and customer engagement data to identify trends and inform customer success strategies.
- Maintain a strong understanding of AI platform features, functionality, and limitations to provide accurate usage guidance and identify improvement opportunities.
- Support customers through platform updates, enhancements, and workflow changes to ensure a smooth and positive user experience.
- Contribute customer feedback and insights to internal teams to support continuous improvement of the AI platform and customer experience.
- Travel up to 20% to customer sites or data centers to support on-site installations, maintenance, and troubleshooting activities, as required.
REQUIRED SKILLS AND QUALIFICATIONS- Must possess an active Department of Defense (DoD) TS/SCI with CI Polygraph security clearance.
- Must meet DoD 8570 requirements, including Security+ CE or an equivalent certification.
- Proven experience building and maintaining long-term customer relationships that drive adoption, retention, and program success in a technical or platform-based environment.
- Ability to communicate complex technical concepts (including AI/ML fundamentals) clearly to non-technical stakeholders.
- Working knowledge of artificial intelligence and machine learning concepts, including data workflows, model training, and deployment lifecycles.
- Strong verbal and written communication skills, with the ability to articulate product value, address customer concerns, and present solutions effectively.
- Demonstrated experience troubleshooting complex technical issues and coordinating resolution across engineering and internal support teams.
- Ability to analyze basic usage metrics, customer data, and engagement trends to inform customer success strategies.
- Experience gathering and synthesizing customer feedback to identify pain points, requirements, and opportunities for improvement.
- Strong understanding of platform-based products, including features, functionality, and operational limitations.
- Experience supporting customers through product changes, upgrades, or workflow transitions while maintaining a positive customer experience.
- Willingness and ability to travel up to 20% for on-site customer support, installations, or troubleshooting activities.
PREFERRED SKILLS AND QUALIFICATIONS- Experience supporting AI, cloud, or data platform customers in enterprise or government environments.
- Familiarity with customer success, service management, or ticketing tools (e.g., ServiceNow, Jira, Salesforce).
- Prior experience working cross-functionally with engineering, product, and program management teams.
