AI Platform Customer Service Manager - TS/SCI with CI Polygraph
On-siteMcLean, Virginia, United States
Job Summary
Serve as the primary customer-facing point of contact for AI platform users, building trusted relationships that drive adoption and retention. Partner with customers to understand their goals and pain points, then communicate complex technical concepts in clear, non-technical terms to diverse stakeholders. Provide technical guidance, coordinate troubleshooting with engineering and product teams, and identify, track, and resolve customer issues while escalating critical risks. Analyze platform usage metrics and engagement data to inform customer success strategies, and contribute feedback to internal teams for continuous improvement. Support customers through updates, enhancements, and workflow changes, and travel up to 20% to customer sites or data centers for on-site installations and maintenance.
Required Qualifications
- Active DoD TS/SCI with CI Polygraph security clearance
- DoD 8570 requirements, including Security+ CE or an equivalent certification
- Proven experience building and maintaining long-term customer relationships that drive adoption, retention, and program success in a technical or platform-based environment
- Ability to communicate complex technical concepts (including AI/ML fundamentals) clearly to non-technical stakeholders
- Working knowledge of artificial intelligence and machine learning concepts, including data workflows, model training, and deployment lifecycles
- Strong verbal and written communication skills, with the ability to articulate product value, address customer concerns, and present solutions effectively
- Demonstrated experience troubleshooting complex technical issues and coordinating resolution across engineering and internal support teams
- Ability to analyze basic usage metrics, customer data, and engagement trends to inform customer success strategies
- Experience gathering and synthesizing customer feedback to identify pain points, requirements, and opportunities for improvement
- Strong understanding of platform-based products, including features, functionality, and operational limitations
- Experience supporting customers through product changes, upgrades, or workflow transitions while maintaining a positive customer experience
- Willingness and ability to travel up to 20% for on-site customer support, installations, or troubleshooting activities
Desired Qualifications
- Experience supporting AI, cloud, or data platform customers in enterprise or government environments
- Familiarity with customer success, service management, or ticketing tools (e.g., ServiceNow, Jira, Salesforce)
- Prior experience working cross-functionally with engineering, product, and program management teams
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