Customer Account Manager, International (R2930)

Introduction to Shield AIFounded in 2015, Shield AI is a venture-backed defense technology company whose mission is to protect service members and civilians with intelligent systems. In pursuit of this mission, Shield AI is building the world’s best AI pilot. Its AI pilot, Hivemind, has flown a fighter jet (F-16), a vertical takeoff and landing drone (V-BAT), and a quadcopter (Nova). The company has offices in San Diego, Dallas, Washington DC and abroad. Shield AI’s products and people are currently in the field actively supporting operations with the U.S. Department of Defense and U.S. allies.

Job Description:The International Customer Account Manager will be responsible for leading customer engagement efforts in foreign markets, working closely with defense and government stakeholders to drive the adoption of our UAS solutions. The successful candidate will be adept at navigating the complexities of international markets, coordinating across agencies, and designing operational tailored to the unique requirements of each customer.

What You'll Do:

• Specialize in "left of the line" problem solving and set conditions for success before crises arise.

Key Responsibilities:

• Customer Playbook & Engagement Planning: Develop customized customer playbooks and engagement plans based on specific requirements to ensure the seamless integration of our products and services. Partner with customers to drive the development of strategic and tactical plans to support their mission and long-term goals.
• Network Development: Build and maintain robust networks with defense, government, and interagency stakeholders to support the company’s goals.
• RSO&I of Company Assets: Oversee the reception, staging, orientation, and integration (RSO&I) of company assets in foreign markets.
• Operational Design & Execution: Create and implement operational designs that align with customer needs and campaign goals.
• Area Assessments & Site Surveys: Conduct thorough area assessments and site surveys to ensure optimal placement and use of company systems.
• Interagency Communication & Coordination: Manage interagency coordination to ensure smooth operational execution and customer satisfaction.

Required Qualifications:

• Government Agency Experience: Experience working with or within government or defense agencies is highly preferred.
• Self-Sufficiency: Proven ability to independently manage complex customer relationships in foreign markets, demonstrating initiative and leadership.
• Navigating Ambiguity: Strong problem-solving skills, with a demonstrated ability to create innovative solutions in uncertain or rapidly evolving environments.
• Interpersonal Skills: Exceptional communication and relationship-building abilities to work with diverse stakeholders across cultures and sectors.
• Defense Technology Expertise: Knowledge of UAS, AI, or other defense technologies, with a strong ability to convey technical details to non-expert customers.
• Foreign language proficiency

Preferred Qualifications:

• A master's degree in Business, Finance, or Program Management
• 5+ years of experience in a Customer Success (or similar) role, managing relationships with large, global, and complex organizations, preferably working with technical products.