Technical Account Manager, EMEA

Labelbox’s mission is to build the best products to align with artificial intelligence. Real breakthroughs in AI are reliant on the quality of the training data. Labelbox’s data engine enables organizations to dramatically improve the quality of their training data, which makes their machine learning models more accurate and performant. We are determined to build software that is more open, easier-to-use, and singularly focused on helping our customers get to production AI faster.

Current Labelbox customers are transforming industries within insurance, retail, manufacturing/robotics, healthcare, and beyond. Our platform is used by Fortune 500 enterprises including Allstate, Black + Decker, Bayer, Warner Brothers and leading AI-focused companies including FLIR Systems and Caption Health. We are backed by leading investors including SoftBank, Andreessen Horowitz, B Capital, Gradient Ventures (Google’s AI-focused fund), Databricks Ventures, Snowpoint Ventures and Kleiner Perkins.

As a Technical Account Manager, you are in the unique position of helping Labelbox’s customers build and operationalize transformational AI technology. As a Customer Success Team, we are not just helping someone use our app, we are collaborating with business and technical teams as they build pioneering technology, often the first of its kind for their industry. You will partner with our EMEA Account Team to support customer’s technology needs for ML Model Development.  As the technical expert post-sale, you’ll guide customers through implementation and on-going management of their Labelbox deployment (on-premises or cloud-based), provide best practices for achieving their ML goals, and identify solutions to any technical obstacles they encounter along the way.

Your day to day:

• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive the value of Labelbox
• Help organizations build cutting-edge AI applications by staying current with the emerging state of the ML dev lifecycle where training data is the source code
• Guide customers through architecture designs identifying solutions for various environments including on-premises, SaaS/PaaS integration, API, SSO, federated access and security
• Continuously learn and improve skills in software, computer vision, and ML
• Provide mentorship and guidance through demonstrable knowledge of Labelbox’s products, solutions and methodologies
• Partner with Account Executives to identify growth opportunities and accurately forecast renewals
• Manage onboarding, implementation, for Labelbox’s highly technical customers
• Provide assistance with upgrades and on-going support for on-premise customers
• Help our customers learn and navigate our product and the process change it can bring
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
• Be an internal advocate for customer needs and feature requests across product, internal support, engineering and Sales
• Help drive customer references and case studies
• Support 10-15 enterprise customer accounts

About you:

• 2+ years experience in Customer Success for enterprise software
• 4+ years experience in a customer-facing role, supporting commercial and some enterprise sales cycles
• Experience working with data scientists and engineers, or a background in these fields.
• Curiosity and willingness to learn about the artificial intelligence industry
• Proficient in Python
• Comfortable with Command line / Linux / SQL queries
• Experienced in Kubernetes, Docker, and Helm
• Experience working with collaborative development platforms like GitHub or GitLab
• Development experience in one or more of the following languages is a plus: Javascript, Go, Node, or similar
• Superior organizational skills working with multiple customers and an ability to switch context quickly throughout the day and prioritize competing demands
• Excellent communication skills with the ability to distill complex thoughts and strategies into simple, actionable recommendations
• Ability to liaise with multiple internal divisions and departments
• Sales-minded with the ability to pitch customers on the value of additional products and services
• A natural tendency to be “customer first” and a willingness to go the extra mile