Responsibilities
Own the portfolio of worldwide e Gain customers as the primary technical point of contact
Drive the timely resolution and escalation of all customer issues and enhancements coordinating across Support, Services, Engineering, and Product
Coach and guide Customer Technical Analysts on customer issue tracking, escalation handling, and technical communication
Track and identify adoption gaps
Collaborate with cross functional teams to address adoption gaps and resolve systemic issues affecting multiple customers
Education and Experience
Bachelor's degree in a STEM discipline
5 to 8 years in a technical customer-facing role (Technical Support, Technical Account Management, Solutions Engineering, or Professional Services)
Strong working knowledge of AI Technology Solutions, APIs, and integration patterns
Proven track record of owning and resolving high-severity customer escalations
Demonstrated ability to mentor or coach peers
Interview Pro...