Client Account Manager
Full-time
Matlen Silver
Role: Client Success / Account Manager – Enterprise GenAI Platform
Role Summary
Acts as the primary relationship owner for internal Lines of Business (LOBs) using the enterprise GenAI platform. Responsible for driving adoption, managing ongoing engagement, and ensuring successful delivery of enhancements, issue resolution, and platform support.
- Key ResponsibilitiesRelationship Management:
- Serve as the single point of contact for assigned LOB stakeholders (business + tech), building trusted, long-term partnerships.
- Adoption & Value Realization:
- Drive usage and expansion of GenAI capabilities across LOB use cases; ensure alignment to business outcomes.
- Intake & Demand Management:
- Capture and scope enhancement requests, new use cases, and small feature needs; prioritize with platform/product teams.
- Issue Resolution & Support Coordination:
- Own end-to-end resolution of production issues, coordinating with platform engineering, support (L2/L3), and infrastructure teams.
- Platform Advocacy & Guidance:
- Educate LOB teams on platform capabilities, best practices, guardrails (security, compliance), and onboarding patterns.
- Delivery Coordination:
- Partner with product, engineering, and release teams to ensure smooth rollout of updates, changes, and new features.
- Feedback Loop to Platform Team:
- Translate LOB needs into actionable inputs for product roadmap, platform improvements, and service enhancements.
- Governance & Reporting:
- Track usage, adoption metrics, issues, and satisfaction; provide regular updates to stakeholders and leadership.
- Required Skills & ExperienceClient/Stakeholder Management: Strong relationship management in enterprise or financial services environments.
- Technical Fluency: Working knowledge of APIs, AI/ML or GenAI concepts, platform-based delivery, and SDLC.
- Problem Solving: Ability to triage issues, navigate ambiguity, and drive resolution across multiple teams.
- Communication: Can translate between business and technical audiences; crisp executive communication.
- Delivery Orientation: Experience coordinating cross-functional teams (product, engineering, support).
- Process & Governance: Familiarity with incident management, change/release processes, and service management models.
- Preferred Background Experience in AI/ML platforms, data platforms, or API products
- Prior role in Account Management, Client Success, Product Operations, or Technical Program Management
- Exposure to financial services domains (consumer, markets, banking)
- Familiarity with enterprise controls (security, compliance, model governance)
- Success Profile Proactive, highly organized, and accountable
- Strong influencing skills without direct authority
- Comfortable operating in a fast-evolving, emerging technology space
- Focused on customer outcomes + platform scalability
Vacancy posted 2 hours ago
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