Customer Account Manager, International (R2930)

Introduction to Shield AI

Founded 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.

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Total package details for U.S. based positions:

- Regular employee positions: Salary within range listed above + Bonus + Benefits + Equity

- Temporary employee positions: Hourly within range listed above + temporary benefits package (applicable after 60 days

of employment)

- Interns/Military Fellows/Part-time not eligible for bonus, benefits or equity

Total package details for International based positions (where applicable):

- International premium, hardship differential, cost of living differential, living quarters allowance, foreign service transfer

allowance, equity, international benefits, visa assistance, and relocation assistance.

Salary compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. All offers are contingent on a cleared background and possible reference check.

Shield AI is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.