Staff Technical Program Manager (Customer Success)

at  Phaidra

ABOUT PHAIDRA

Phaidra is building the future of industrial automation.
The world today is filled with static, monolithic infrastructure. Factories, power plants, buildings, etc. operate the same they’ve operated for decades — because the controls programming is hard-coded. Thousands of lines of rules and heuristics that define how the machines interact with each other. The result of all this hard-coding is that facilities are frozen in time, unable to adapt to their environment while their performance slowly degrades.

Phaidra creates AI-powered control systems for the industrial sector, enabling industrial facilities to automatically learn and improve over time. Specifically:

• We use reinforcement learning algorithms to provide this intelligence, converting raw sensor data into high-value actions and decisions.
• We focus on industrial applications, which tend to be well-sensorized with measurable KPIs — perfect for reinforcement learning.
• We enable domain experts (our users) to configure the AI control systems (i.e. agents) without writing code. They define what they want their AI agents to do, and we do it for them.

Our team has a track record of applying AI to some of the toughest problems. From achieving superhuman performance with DeepMind’s AlphaGo, to reducing the energy required to cool Google’s Data Centers by 40%, we deeply understand AI and how to apply it in production for massive impact.
Phaidra is based in the USA but 100% remote; we do not have a physical office. We hire employees internationally with the help of our partner, OysterHR. Our team is currently located throughout the USA, Canada, UK, Norway, Italy, Spain, Portugal, and India.

KEY QUALIFICATIONS

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline.
• 7+ years of work experience in a technology company with 4+ years of customer-facing TPM experience.
• Experience working with diverse, remote teams to support enterprise customers.
• Progressive years of experience leading customer success deployments for high-growth global companies.
• Demonstrated success with cross-functional coordination, planning, program management and decision making.
• Experience leading cross-functional, global initiatives for enterprise customers.
• Ability to learn quickly and explain complex domain specific concepts to non-domain experts.
• Exceptional verbal, written, organizational, presentation, and communication skills.
• Shares our company values: transparency, collaboration, operational excellence, ownership, and empathy.
• Ability to travel regularly to customer sites globally as required.

BONUS SKILLS & EXPERIENCE

• Experience working in an AI/ML environment.
• Understanding of industrial control and automation systems.
• Understanding of industrial process heating and cooling systems and their applications within manufacturing environments.
• Strong proficiency in working with industrial operations teams and contributing to solving field operations related problems and challenges (especially with data centers).

• You will develop, manage, and deliver complex customer programs across multiple teams in a timely manner, while ensuring they meet Phaidra’s high-quality standards. This involves ideation and execution of programs, risk assessment and communication.
• Understand the customer journey as you help them adopt full autonomous control and expand AI supervisory control to other plants and facilities.
• Plan, develop and lead operational programs to deploy Phaidra’s products across enterprise customer sites globally.
• Proactively identify and resolve challenges that may hinder the team’s ability to meet expansion program timelines, scope and customer goals.
• Actively build relationships across Phaidra teams to help deliver on customer commitments. Partner with Customer Success, Product, Engineering, Connectivity, and other teams to meet customer expansion roadmap goals.
• Effectively communicate and manage at all levels within customer organizations, including executives, optimization and process engineers, operators and technicians.
• Communicate customer expectations, requirements, concerns and accolades to the deployment teams.
• Work with our sales team to continuously improve how we set customer expectations in order to deliver a better customer experience.
• Maintain clear and concise documentation of your projects meeting minutes, action items, project risks, and key decisions.