Senior Technical Accounts Manager

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Requirements:

• Minimum of 3+ years of technical project management experience.
• 4-year college degree.
• Experience working with diverse, remote teams to support enterprise customers.
• Passion to learn about industrial controls and automation systems, mission critical cooling systems, and AI Machine Learning technology.
• Ability to learn quickly and explain complex domain specific concepts to non-domain experts.
• Ability to translate a combination of customer-stated and customer-implied needs into coherent requirement documentation for use by the software development team.
• Experience with both waterfall and agile scheduling tools.
• Exceptional verbal, written, organizational, presentation, and communication skills.

Responsibilities:

• Act as the project manager in the customization and deployment of the AI Agent for assigned customers. This includes establishing the project schedule, coordinating between internal and external teams, and monitoring progress to fulfil the contract.
• Serve as the main point of contact for the customer, in collaboration with the Phaidra Solutions Engineer, and act as the go-to expert for customer inquiries, addressing technical challenges, providing insightful recommendations, and leveraging the Phaidra team to ensure an excellent customer experience and complete satisfaction.
• Effectively communicate and manage at all levels within customer organizations, including executives, optimization and process engineers, operators and technicians.
• Ensure the Solutions Engineer and Engineering teams have the information needed to customize the AI Agent and data connection for the customer.
• Understand the customer journey as you help them adopt full autonomous control and expand AI supervisory control to other plants and facilities.
• Work with our sales team to continuously improve how we set customer expectations in order to deliver a better customer experience.
• Maintain clear and concise documentation of your projects’ meeting minutes, action items, project risks, and key decisions.
• Drive continuous improvement by identifying and implementing solutions within customer accounts and streamlining internal onboarding processes, while also representing customer perspectives to provide valuable product feedback and enhance product development.
• At the conclusion of an AI Agent autonomous install, continue to provide excellent customer service by efficiently resolving product issues, optimizing system configuration, and ensuring all customer goals are met.