Technical Account Manager, Enterprise - Plato Systems

Plato Systems is pioneering the use of spatial AI to boost capacity, productivity, and safety across physical operations, starting with manufacturing. Established as a spin-off out of Stanford and funded by NEA in 2019, Plato has developed an Operations Digital Twin and AI copilot fueled by our proprietary hardware that uses machine perception and sensor fusion on the edge to digitize patterns of activity. Advanced manufacturing companies use the unprecedented capabilities in our platform to root cause complicated systemic operational issues rapidly and at scale, thereby taking Kaizen and compliance tracking into the age of AI. We are deployed across multinational electronics manufacturers, semiconductor fabs, and EMS companies in several countries.  You can find out more about us by visiting our website.

We're looking for a self-motivated, process-oriented technical account manager to own the ongoing relationship throughout the entire lifecycle of our enterprise manufacturing customers.  Your focus will be to drive value, retention, and adoption of Plato's platform. 

You'll work with customers all the way from device installation to impact reviews to integrating Plato's findings into continuous improvement efforts.  You will be responsible for understanding your customer's needs and proactively driving forward technical initiatives that help your customers achieve their business goals.

As the founding member of our account management team, you'll have the unique opportunity to join a startup where you can define the role from the ground up.

Responsibilities

• As a hands on, strategic technical advisor, consult with clients on customization options, system integrations, and optimization strategies to enhance the performance of our platform per customer needs
• Ensure the best on-boarding process for new clients to drive healthy product adoption
• Own end to end aspects of customer relationship, from onboarding to ensuring value for customers by mapping their desired outcomes to the platform's capabilities
• Provide support and recommendations on best practices on utilizing our platform
• Empower customer manufacturing operations teams to use our product as independently and efficiently as possible
• Be proactive in identifying and solving client challenges
• Report on product performance and provide customer feedback to Plato's product and engineering teams to influence product roadmap
• Define and document best practices around client engagement

Qualifications

• 5-10 years work experience, with 2-3 years in a technical account management or professional services at a startup
• Strong technical aptitude, problem solver, and self-driven to own tasks start to finish
• Hands-on experience with business intelligence, data analysis, generating data queries, creating simple plots, defining KPIs, understanding statistical concepts, etc.
• Customer-focused mindset with a passion for delivering exceptional technical support and consultation 
• Excellent written and verbal communication skills, with the ability to effectively communicate complex technical information to non-technical stakeholders 
• Top tier project management skills, with experience taking ownership, driving progress, and escalating blockers 
• Able to maintain a high level of productivity, manage competing priorities, and work effectively under the pressure in a fast-paced, ambiguous environment
• Excited for the opportunity to define and document an account management process from the ground up 
• Willing to travel 3-6 days per month within the US and globally

Preferred Qualifications

• BS or MS in engineering or other analytical fields of study (math, statistics, economics…)
• Experience working at startups 
• Prior experience as professional services team leader, leading a team of 3-5 people
• Prior experience as a solution engineer, application engineer, data analyst, or similar role
• Experience with SQL, databases, and understanding data models and schemas
• Analytical and logical with good judgment, negotiation and interpersonal skills
• Detail-oriented, forward looking with good leadership abilities
• Spanish-speaking to facilitate customer relationships in Mexico - This is not a requirement but is a great plus
• Preferably located in Washington DC metropolitan area or San Francisco Bay Area and available to come into downtown office ~4 days/week