AI Platform Customer Service Manager (CI Polygraph required)

NorthHill Technology•Chantilly, VA

17d•Onsite

About The Position

NorthHill Technology Resources has a need for an AI Platform Customer Service Manager to support a Federal Program in Chantilly, VA. This is a direct-hire role with our client, a highly respected firm in the Intelligence Community. Due to the nature of the work, an active TS/SCI Clearance and CI Polygraph is required. AI Platform - Customer Service Manager If you enjoy working with new technologies, enterprise-leading equipment, and have a passion for building and maintaining AI infrastructures, we would like to speak to you. This position will play a key role in supporting customers leveraging next-generation infrastructure to drive innovation in the Artificial Intelligence (AI) field. You will join a diverse team of engineers responsible for ensuring that customers achieve their desired outcomes with our AI-powered solutions, by providing strategic guidance, technical support, and relationship management. The role requires the ability to identify and address potential customer pain points. The AI Platform CSM helps customers maximize the value of our AI products and achieve measurable success. This role requires strong communication and collaboration skills, as the CSM must work closely with stakeholders from engineering, sales, and program management to deliver an exceptional customer experience.

Requirements

Active TS/SCI clearance with Counterintelligence polygraph
Current IAM Level II to satisfy DOD 8570 IAT requirements
Basic understanding of AI and machine learning concepts, such as data preprocessing, model training, and deployment.
Effective communication skills.
Basic data analysis skills.
Experience gathering insights from customers about their needs, pain points, and goals.
Deep understanding of the AI product's features, functionality, and limitations.

Nice To Haves

Enjoy working with new technologies, enterprise-leading equipment, and have a passion for building and maintaining AI infrastructures.

Responsibilities

Develop long-term relationships with customers that drive loyalty, retention, and growth for the program.
Explain complex technical terms to customers in a non-technical manner.
Articulate the value proposition of their product, address customer concerns, and provide clear explanations of features and benefits.
Identify and resolve complex technical problems, work collaboratively with internal teams (e.g., engineering), and escalate critical issues when necessary.
Interpret data metrics, track customer engagement, and identify trends in usage patterns.
Gather insights from customers about their needs, pain points, and goals.
Develop targeted strategies for customer success, retention, and growth.
Explain how the product works, provide usage guidance, and identify potential areas for improvement.
Manage changes effectively, communicate with customers about updates, and ensure a smooth customer experience.
Perform on-site installations, maintenance, and troubleshooting activities at customer sites or data centers.