Technical Customer Success Specialist

Remote | US Based - EST Timezone Preferred

US Citizenship - Clearable; Ability to obtain a Secret Clearance

Summary

Our client is a leading provider of generative AI solutions designed for both government and commercial sectors. Their platform focuses on secure, versatile, and cloud-agnostic AI applications, supporting a wide range of large language models (LLMs) for data processing across text, images, and audio. Our client’s technology is built to support various cloud infrastructures, offering strong security features, including zero-trust access controls and compliance with high government security standards. The platform also aims to enhance productivity by enabling users to analyze diverse data formats efficiently.

Responsibilities

Our client is seeking a Technical Customer Success Specialist to join their team! The Technical Customer Success Specialist will serve as a vital extension of the Customer Success team, acting as the primary technical liaison for their clients. This role requires a deep understanding of generative AI technologies and their applications within various sectors, particularly in government agencies. The ideal candidate will be responsible for guiding customers through the technical aspects of their platform, ensuring successful implementation and adoption of their AI-driven solutions. You will work closely with customers to understand their unique needs, provide tailored support, and drive successful outcomes.

• Serve as the technical point of contact for customers, managing relationships and ensuring their satisfaction with our client's AI-driven solutions
• Develop and maintain a deep understanding of our client's platform, including its generative AI capabilities and applications in government and commercial sectors
• Collaborate with customers to identify their technical use cases and provide guidance on best practices for utilizing our client's platform effectively
• Conduct technical training sessions and workshops to educate clients on the features and functionalities of our client's solutions
• Work closely with cross-functional teams, including engineering and product management, to address customers’ needs and enhance the platform based on user feedback
• Track and report on customer engagement, usage metrics, and success stories, providing regular updates to both internal and external stakeholders
• Develop and implement strategies for continuous improvement in customer success initiatives, focusing on technical support and customer satisfaction

Requirements

• 3+ years of experience in a technical customer success, technical account management, or related role, preferably within government agencies
• Experience working within the government (as a service member or civilian) or as a government contractor is required
• Strong understanding of generative AI technologies and their applications, with a proven ability to communicate complex technical concepts to non-technical stakeholders
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and internal teams
• Experience in tracking and reporting on client success metrics and technical engagement

Education/Certification Requirements

• No degree requirement, but relevant experience and skills are essential

Preferred Requirements

• Knowledge of project management methodologies and tools is a plus
• Local to Washington D.C. is preferred
• Prior experience working within an emerging, high-growth company and/or government-focused companies is highly preferred

Clearance Requirements

• Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Must be able to obtain a US Government Secret level clearance once starting the position.