Staff Technical Program Manager (Customer Success)
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.
**Please only apply to one opening. If you are a better fit for another opening, our team will move your application. Candidates who apply to multiple openings will not be considered.**
Who You Are
You’re a self starter and you’re comfortable with the unknown and understand that startup life means continuous evolution as we rapidly grow. You’re accountable, curious, and obsessed with improvement, both in yourself and in others. You like a challenge, aren’t afraid to fail and learn from your missteps and are excited to help build a world-class company from the ground up.
As the Customer Program Manager within the Customer Success Team, you will manage large-scale customer expansion programs. You are able to separate what's important from what's urgent and find the best path forward from among multiple scenarios, earn the trust of internal and external stakeholders, and manage the execution of program within scope, schedule and cost. You are an independent worker, skilled in organizing teams, planning and technical program management. You have demonstrated experience leading medium to large customer product deployments.
You can take ownership of your assigned customers and delight them! You can guide internal and external teams as you coordinate the configuration and installation of many customers industrial plant AI Agents while you grow customer relationships for future expansion and advocacy. You possess a strong technical program management background and have demonstrated experience leading medium to large projects.
For this position, we are seeking a team member located within one of the following areas: UK, USA, Canada, Singapore
Responsibilities
- 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.
Onboarding
In your first 30 days…
- You will be immersed in an onboarding program that introduces you to Phaidra and our product.
- You will read various parts of our handbook and familiarize yourself with the documentation culture at Phaidra.
- You will join calls with current customers to familiarize yourself with managing customer installs.
- You will familiarize yourself with our tools and process for developing customer schedules.
- You will meet with Technical Account Managers, Solutions Engineers, Machine Learning Application Engineers, Corporate Development Leaders, and members of the Engineering team to better understand strengths and opportunities with current processes.
In your first 60 days…
- You will have a solid understanding of what Phaidra does and deliver for customers.
- You will have met with team members across Phaidra and started building relationships that will help you be successful at your job.
- You will have become proficient at navigating the Customer Success team’s processes and software tools.
- You will learn how to manage customer related cases and assist with managing our customer service agreements.
- You will assist in creating, editing and managing program execution documentation.
In your first 90 days…
- You will have been fully integrated into the Customer Success team and with Phaidra team members across the company.
- You will have begun to manage the execution of large scale customer expansion programs.
- You will help ensure Phaidra delights customers
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).
General Interview Process
All of our interviews are held via Google Meet, and an active camera connection is required.
Base Salary
- US Residents: $160,000 - $194,000
- UK Residents: £109,600 - £164,400
- Canada Residents: CA$160,800 - CA$201,000
- Singapore Residents: S$159,200 - S$218,900
This position will also include equity.
These are best faith estimates of the base salary range for this position. Multiple factors such as experience, education, level, and location are taken into account when determining compensation.
- Fast-paced and team-oriented environment where you will be instrumental in the direction of the company.
- Phaidra is a 100% remote company with a digital nomad policy.
- Competitive compensation & equity.
- Outsized responsibilities & professional development.
- Training is foundational; functional, customer immersion, and development training.
- Medical, dental, and vision insurance (exact benefits vary by region).
- Unlimited paid time off, with a minimum of 20 days off per year requirement.
- Paid parental leave (exact benefits vary by region).
- Home office setup allowance, coworking space stipend, and company MacBook.
*Please note that Phaidra’s benefits and perks listed above do not apply to temporary employees such as interns.
On being Remote
We are thoughtful about remote collaboration. We look to the pioneers - like Gitlab - for inspiration and best practices to create a stellar remote work environment. We have a documentation-first culture and actively practice asynchronous communication in everything we do. Our team stays connected through tools like Slack and video chat. Most teams meet daily, and we have dedicated all-hands meetings weekly to build strong relationships. We hold virtual team building events once per quarter - and even hold virtual socials to watch rocket launches! We have a yearly in-person, all-company summit in locations like Seattle, Athens, Goa, and Barcelona.
Equal Opportunity Employment
Phaidra is an Equal Opportunity Employer; employment with Phaidra is governed on the basis of merit, competence, and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status. We welcome diversity and strive to maintain an inclusive environment for all employees. If you need assistance with completing the application process, please contact us at [email protected].
E-Verify Notice
Phaidra participates in E-Verify, an employment authorization database provided through the U.S. Department of Homeland Security (DHS) and Social Security Administration (SSA). As required by law, we will provide the SSA and, if necessary, the DHS, with information from each new employee’s Form I-9 to confirm work authorization for those residing in the United States.
Additional information about E-Verify can be found here.
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WE DO NOT ACCEPT APPLICATIONS FROM RECRUITERS.