Customer AI architect; post-sales

Position: Customer AI architect (post-sales) (US)
About this role

We're seeking a highly skilled Customer AI architect to join our team. This role is both technical and customer-facing, requiring a unique blend of technical expertise and exceptional interpersonal skills. As a Customer AI architect, you will partner with your customers to support them in uncovering, and then creating solutions to serve their business needs, including creating custom applications and working through our APIs.

Success will mean a meaningful increase in the number of customers actively leveraging these solutions in high-impact ways. Your positivity, sense of curiosity, and ability to create champions from early adopters in the generative AI space will help shape our entire culture. If you have a builder mentality, this is the role for you.

You'll initially report to our VP of Technical delivery.

Your responsibilities:

• Collaborate with customers to scope use cases that require customized solutions, validate technical feasibility, and own the implementation
• Develop and maintain a deep understanding of our solutions, the broader AI and LLM landscape, and our customers' ecosystems to provide prescriptive solution recommendations
• Design and develop custom templates, deploy Knowledge Graph capabilities, and act as a technical resource for customers to leverage our APIs
• Communicate limitations and propose solutions, including scope, resource needs, and projected timelines
• Work closely with Engineering to QA outputs from implementation, calibrate, and iterate until optimal results are achieved
• Develop new processes, systems, and workflows to reduce time-to-value for customers
• Ensure comprehensive documentation and processes are in place to support customers' technical integration needs
• Communicate customer feedback to Product and Engineering teams to inform product enhancements

☆ Is this you?

• 5+ years of experience in technical roles in SaaS, including 3+ years in solutions architecture or technical account management
• Experience managing a customer book of business with a white-glove approach
• Proven experience working with Fortune 500 customers for a high-growth, B2B SaaS company
• Solid coding proficiency in Python
• Experience with APIs, prompt design, and linguistic principles
• Excellent communication and collaboration skills, with the ability to translate complex technical concepts into practical business language
• Ability to lead discovery sessions with multiple stakeholders, including those at the CIO level

Nice to Have

• Experience with generative AI and prompt engineering
• Knowledge of natural language processing and machine learning concepts
• Bachelor's degree or higher in Computer science, Linguistics, or a related field

By joining our team as a Customer AI architect, you'll have the opportunity to work with cutting-edge technology, collaborate with a talented team, and drive meaningful business results for our customers. If you're passionate about delivering exceptional customer experiences and have a strong technical background, we'd love to hear from you!

Benefits & perks (US Full-time employees)

• Generous PTO, plus company holidays
• Medical, dental, and vision coverage for you and your family
• Paid parental leave for all parents (12 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Flexible spending account and dependent FSA options
• Health savings account for eligible plans with company contribution
• Annual work-life stipends for:
  • Home office setup, cell phone, internet
  • Wellness stipend for gym, massage/chiropractor, personal training, etc.
  • Learning and development stipend
• Company-wide off-sites and team off-sites
• Competitive compensation, company stock options and 401k

WRITER is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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