Customer Success Technical Leader for AI and Cloud

at  Intel

JOB DESCRIPTION

Intel aspires to help our customers achieve their own digital transformation, leveraging the power of the Intel cloud solutions and services. To help drive this effort, Intel is investing in the creation of Customer Success dedicated team that will play a key role in helping Intel customers achieve this digital transformation through successful adoption of Intel Cloud solutions and adjacent AI Services. This is a player/coach role where they will own their business while pursuing key customer deals and wins.
The Customer Success team will drive technical change management and adoption activities with key business decision makers and IT decision makers, helping reduce implementation risk, driving usage of existing solutions, and identifying opportunities to accelerate the path for customers to realize business value from their investments. This role is a true business owner that will be responsible for owning pipeline and driving results including deal qualification, ACR, MRR, expansion, and CSAT metrics. They will also have a responsibility to work across and with engineering and field sales teams to represent VoC needs and influence sales and roadmap development.
We are looking for a talented individual to define and lead customer success focused field initiatives for IDC and AI (including knowledge on frameworks, ML Ops, and workload migration). As Customer Success Technical Lead, you will oversee global technical enablement, field/customer engagement and execution for solution architecture initiatives related to data governance. The role will entail defining and leading global programs that drive adoption of these services within Startups and Strategic/Enterprise customer accounts spanning multiple industries. It will also entail interfacing with technical community of professionals - Cloud Solution Architects (CSAs), and associated roles including Cloud Engineers, Digital Advisors, and Intel Partners. Prior experience in hiring, building, and managing a high-performance technical team is needed at Director or Senior Director level ideally with a complex services from companies/technologies like AWS, Azure, GCP and or OCI.

Roles and Responsibilities:

• Understand customers’ overall infrastructure estate, IT and business priorities and success measures to design implementation architectures and solutions.
• Apply technical knowledge to help CSAs and customers architect solutions that meet business and IT needs, infusing key analytics/AI technologies where needed (e.g. Big Data, Data Lake, Databricks, and frameworks such as Pytorch and Tensor flow, etc.)
• Enable Intel CSAs to help customers drive consumption on Intel Cloud focused on onboarding, landing, and executing projects to drive consumption and large deal wins.
• Define and lead global initiatives around IDC that focus on data integration, semantic modeling, and data vision.
• Engage directly with customers for requirements definition and alignment of business goals to outcomes; alignment with specialized partners to up-skill and coach their capability to sell. Enable field sellers and create a community of field champions that represent these capabilities to their customers.
• Revenue ownership and reporting: drive for revenue by establishing close alignment with Intel Worldwide Commercial Business teams and Global Sales and Marketing teams translate Go-To-Market (GTM) strategy into actionable field focused initiatives.
• Lead efforts for data governance services (understand market and customer landscape, IT priorities), partner with the field operations teams to drive technical enablement execution (office hours, issue unblocking, etc.) and function as an interface to the engineering and marketing teams.
• Curate and maintain breadth technical enablement and readiness mechanisms and artifacts that can empower CSAs and CSM’s to guide customers.
• Establish effective feedback loops that surfaces voice of the customer and influences product teams to evolve product and Services in support for Customer Success.
• Build thought leadership and mindshare through engagements with CSAs and customers.

This role requires a high-energy and talented individual who thrives on new challenges and possesses an entrepreneurial spirit. Demonstration of strong skills in adaptive leadership, cross-organizational collaboration, ability to drive impact through influence, relationship building, and executive engagement skills is highly desired. Prior experience as a Director or Sr. Director required and ideally in a fast-paced Cloud Services provider like the “big 4 CSP’s”.

QUALIFICATIONS

Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

• 7+ years of professional experience including technical background, running a technical team, business management, offering/product strategy, marketing, sales, services, technology implementation and cloud migration,
• Deep expertise in selling and implementing solutions across customer segments and industries with an understanding of products like AWS, Azure, GCP, and data/LLM model use cases,
• Effective communication and field program execution skills, with the ability to energize others,
• Ability to create effective relationships, listen, influence, and collaborate internally and externally at all organizational levels,
• Ability to work through ambiguous situations with can-do attitude and proactively determine creative solutions,
• Have a strong background in leading people with the ability to inspire confidence in senior leaders and motivate his/her global team,
• Bachelor’s Degree, or equivalent experience required, master’s degree/MBA preferred,
• Preference for global experience.

• Understand customers’ overall infrastructure estate, IT and business priorities and success measures to design implementation architectures and solutions.
• Apply technical knowledge to help CSAs and customers architect solutions that meet business and IT needs, infusing key analytics/AI technologies where needed (e.g. Big Data, Data Lake, Databricks, and frameworks such as Pytorch and Tensor flow, etc.)
• Enable Intel CSAs to help customers drive consumption on Intel Cloud focused on onboarding, landing, and executing projects to drive consumption and large deal wins.
• Define and lead global initiatives around IDC that focus on data integration, semantic modeling, and data vision.
• Engage directly with customers for requirements definition and alignment of business goals to outcomes; alignment with specialized partners to up-skill and coach their capability to sell. Enable field sellers and create a community of field champions that represent these capabilities to their customers.
• Revenue ownership and reporting: drive for revenue by establishing close alignment with Intel Worldwide Commercial Business teams and Global Sales and Marketing teams translate Go-To-Market (GTM) strategy into actionable field focused initiatives.
• Lead efforts for data governance services (understand market and customer landscape, IT priorities), partner with the field operations teams to drive technical enablement execution (office hours, issue unblocking, etc.) and function as an interface to the engineering and marketing teams.
• Curate and maintain breadth technical enablement and readiness mechanisms and artifacts that can empower CSAs and CSM’s to guide customers.
• Establish effective feedback loops that surfaces voice of the customer and influences product teams to evolve product and Services in support for Customer Success.
• Build thought leadership and mindshare through engagements with CSAs and customers