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Technical Account Manager - USA East Coast

Company Overview 

H2O.ai is the leader in Enterprise AI/Machine Learning with a mission to democratize AI for everyone. H2O.ai is transforming the use of AI with its category-creating visionary machine learning platform. More than 25,000 companies use our open-source platform in mission-critical use cases for Finance, Insurance, Healthcare, Retail, Telco, Sales and Marketing. Our commercial DriverlessAI platform builds on this, with a “use AI to do AI "approach to provide an easier, faster and cost-effective way of implementing data science to provide quantifiable value to the business.H2O.ai partners with leading technology companies such as NVIDIA, IBM, AWS, Intel, Microsoft and Google. To learn more about how H2O.ai is driving AI Transformation, visit www.h2o.ai.

Job Summary 

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.

Responsibilities and Duties 

  • 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

Qualifications and Skills 

Required

  • Experience
    • 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
       
  • Personal
    • 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

Desired 

  • 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

H2O.ai is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, sexual orientation, gender identity, disability, or age.

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