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Customer Success Manager

H2O.ai is the leading AI cloud company, on a mission to democratize AI for everyone. Customers use the H2O AI Hybrid Cloud platform to rapidly solve complex business problems and accelerate the discovery of new ideas. H2O.ai is the trusted AI provider to more than 20,000 global organizations, including AT&T, Allergan, Bon Secours Mercy Health, Capital One, Commonwealth Bank of Australia, GlaxoSmithKline, Hitachi, Kaiser Permanente, Procter & Gamble, PayPal, PwC, Reckitt, Unilever and Walgreens, over half of the Fortune 500 and one million data scientists. Goldman Sachs, NVIDIA and Wells Fargo are not only customers and partners, but strategic investors in the company. H2O.ai’s customers have honored the company with a Net Promoter Score (NPS) of 78 — the highest in the industry based on breadth of technology and deep employee expertise.

The world’s top 20 Kaggle Grandmasters (the community of best-in-the-world machine learning practitioners and data scientists) are employees of H2O.ai. A strong AI for Good ethos to make the world a better place and responsible AI drive the company’s purpose.

Please join our movement at www.H2O.ai

The Technical Account Manager’s (TAM) role is to ensure our customers derive maximum value and utilization from the H2O technology and services purchased such that they renew, expand, and become advocates for H2O in the marketplace. TAMs need to champion H2O within the customer’s organization and champion the customer’s needs and requirements within H2O.

The TAM complements the existing Sales and TAM teams on accounts in two ways. First, understanding and overcoming the short-term barriers to successful implementation/utilization of the H2O product while capturing and communicating the short-term successes to ensure continued progression and excitement around the H2O product. Second, by providing and executing a proactive, programmatic, and long-term vision of the customer’s journey with consumption, value, and retention at the core of that journey.

What You Will Do

  • Understand customer high-level objectives 
  • Drive H2O Strategy to Meet Customer Objectives
  • Bring H2O SMEs to the table to identify how to best help the customers
  • Work closely with the Account Executives and other internal groups to drive expansion strategy
  • Identify up-sell and cross-sell opportunities within accounts
  • Identify other customer LOBs and internal groups who would benefit from H2O technology
  • Establish, manage, and update comprehensive project plan including deployment and production timelines
  • Keep stakeholders engaged and accountable 
  • Owns deliverables from pre-sales to success
  • Identify potential business issues in the TAM’s book of business (e.g. champion leaving or competitor products being used) and escalate, as needed
  • Conduct QBRs with customer executives and sponsors to align on our goals and objectives
  • Responsible for ensuring renewals (adoption + retention)
  • Responsible for expansion in the TAM’s book of business

What We Are Looking For

  • 5+ years experience in Technical Account Management or similar role
  • A demonstrated track record of taking ownership of complex initiatives and producing successful outcomes
  • Demonstrated critical thinking skills
  • Organized approach to problem solving
  • Able to manage multiple high profile accounts at once
  • Able to communicate complex technical concepts to non-technical C-Level executives and other stakeholders

How To Stand Out From the Crowd

  • Understanding and experience with post-production model monitoring tools like H2O ML Ops (plus) MLFlow etc.
  • Experience with cloud infrastructure terminology and concepts
  • Experience with ML/AI tools

Why H2O.ai?

  • Market Leader in Total Rewards
  • Remote-Friendly Culture
  • Flexible working environment
  • Be part of a world-class team
  • Career Growth

H2O.ai is committed to creating a diverse and inclusive culture. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age, disability status or any other legally protected basis.

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