Customer AI Architect, Writer

• If you have a builder mentality, this is the role for you
• 5+ years of experience in technical roles in SaaS, including 3+ years in solutions architecture or technical account management
• Experience managing a customer book of business with a white-glove approach
• Proven experience working with Fortune 500 customers for a high-growth, B2B SaaS company
• Solid coding proficiency in Python
• Experience with APIs, prompt design, and linguistic principles
• Excellent communication and collaboration skills, with the ability to translate complex technical concepts into practical business language
• Ability to lead discovery sessions with multiple stakeholders, including those at the CIO level

Desirable

• As a Customer architect, your objective will be to partner with your customers to support them in uncovering, and then creating solutions to serve their business needs, including creating custom templates and working through our APIs
• Success will mean a meaningful increase in the number of customers actively leveraging these solutions in high impact ways
• You will work alongside your account partners, including a CSM and Implementation Manager, as the technical resource on account to support the adoption and realization of value for our largest customers
• Your positivity, sense of curiosity, and ability to create champions from early adopters in the AI writing space will help shape our entire culture
• You'll be reporting to our VP of Customer Success
• Support Customer Success and Account Management team and work with an assigned group of customers to scope use-cases that need to be supported by a customized solution, validate the technical feasibility, and then own the implementation
• Scope the customer’s business and technical needs, including quantifying the existing problems, understanding their tools, workflows, data structure, and integration points to deliver incredible content
• Own the creation of custom templates, deployment of our Knowledge Graph capabilities and act as the technical resource for customers to leverage our APIs
• Communicate limitations and propose solutions, including their scope, resource needs, and projected timelines
• Develop and maintain a deep understanding of the Writer solutions, the broader AI and LLM landscape, as well as our customer’s ecosystem so you can offer prescriptive solution recommendations
• Work closely with Engineering to QA the outputs from the implementation, calibrate, and iterate until we have an optimal output
• Develop new processes, systems and workflows to reduce time to value for our customers
• Ensure we have collateral, documentation and processes to support our customers in their technical integration needs
• Communicate the voice of the customer back to our Product and Engineering teams so we can make, relevant enhancements to our product