Technical Account Manager, Enterprise

Plato Systems - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Publishing Industries

About the position

Plato Systems is pioneering the use of spatial AI to enhance capacity, productivity, and safety across physical operations, particularly in the manufacturing sector. As a Technical Account Manager, you will play a crucial role in managing the ongoing relationships with our enterprise manufacturing customers. This position is designed for a self-motivated and process-oriented individual who will oversee the entire lifecycle of customer engagement, from device installation to impact reviews, ensuring that our clients derive maximum value from Plato's platform. Your primary focus will be on driving customer retention and adoption of our innovative solutions, which are built on advanced machine perception and sensor fusion technologies. In this role, you will be responsible for understanding the unique needs of each customer and proactively driving technical initiatives that align with their business goals. As the founding member of our account management team, you will have the unique opportunity to shape the role and processes from the ground up, contributing to the overall success of the company. You will act as a strategic advisor, consulting with clients on customization options, system integrations, and optimization strategies tailored to enhance the performance of our platform. Your efforts will be critical in ensuring a smooth onboarding process for new clients, thereby fostering healthy product adoption and long-term relationships. You will also empower customer manufacturing operations teams to utilize our product independently and efficiently, while providing ongoing support and recommendations on best practices. Your role will involve reporting on product performance and gathering customer feedback to influence the product roadmap, ensuring that our offerings continue to meet the evolving needs of our clients. Additionally, you will define and document best practices around client engagement, contributing to the establishment of a robust account management process.

Responsibilities

• Consult with clients on customization options, system integrations, and optimization strategies to enhance platform performance.
• Ensure the best onboarding process for new clients to drive healthy product adoption.
• Own end-to-end aspects of customer relationships, from onboarding to ensuring value by mapping desired outcomes to platform capabilities.
• Provide support and recommendations on best practices for utilizing the platform.
• Empower customer manufacturing operations teams to use the product independently and efficiently.
• Proactively identify and solve client challenges.
• Report on product performance and provide customer feedback to influence product roadmap.
• Define and document best practices around client engagement.

Requirements

• 5-10 years of work experience, with 2-3 years in technical account management or professional services at a startup.
• Strong technical aptitude and problem-solving skills.
• Hands-on experience with business intelligence, data analysis, generating data queries, and defining KPIs.
• Customer-focused mindset with a passion for delivering exceptional technical support and consultation.
• Excellent written and verbal communication skills, able to communicate complex technical information to non-technical stakeholders.
• Top-tier project management skills, with experience in ownership and driving progress.
• Ability to maintain productivity and manage competing priorities in a fast-paced environment.
• Excited to define and document an account management process from the ground up.
• Willingness to travel 3-6 days per month within the US and globally.

Nice-to-haves

• BS or MS in engineering or other analytical fields (math, statistics, economics).
• Experience working at startups.
• Prior experience as a 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.
• Detail-oriented with good judgment, negotiation, and interpersonal skills.
• Spanish-speaking to facilitate customer relationships in Mexico.

Benefits

• Competitive salary based on experience and qualifications.
• Opportunity to work in a fast-paced startup environment.
• Flexible working hours and potential for remote work options.
• Professional development opportunities and career growth.
• Health and wellness benefits.