Client Account Manager

Matlen Silver; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Matlen Silver in the United States is seeking a Client Success / Account Manager for our Enterprise GenAI Platform. You will own relationships with business and tech stakeholders, drive platform adoption, and coordinate delivery of enhancements and issue resolution.

You will partner with product, engineering, and support teams to ensure successful rollouts, educate teams on capabilities and governance, and translate feedback into actionable inputs for the platform roadmap.

Qualifications

• Acts as the primary relationship owner for internal stakeholders using the enterprise GenAI platform.
• Drives adoption, manages ongoing engagement, and ensures delivery of enhancements and issue resolution.
• Educates stakeholders on platform capabilities, guardrails (security, compliance), and onboarding patterns.
• Coordinates with product, engineering, and release teams for smooth rollouts.

Responsibilities

• Serve as the single point of contact for assigned LOB stakeholders (business + tech).
• Drive usage and expansion of GenAI capabilities across LOB use cases; align to business outcomes.
• Capture and scope enhancement requests; prioritize with platform/product teams.
• Own end-to-end resolution of production issues with platform engineering, support, and infrastructure teams.
• Translate LOB needs into inputs for product roadmap and platform improvements.
• Track usage, adoption metrics, issues, and satisfaction; provide updates to leadership.

Skills

Relationship Management

Technical Fluency

Problem Solving

Communication

Delivery Orientation

Process & Governance

Delivery Coordination

Stakeholder Management

Job description

Role: Client Success / Account Manager – Enterprise GenAI Platform

Role Summary

Acts as the primary relationship owner for internal Lines of Business (LOBs) using the enterprise GenAI platform. Responsible for driving adoption, managing ongoing engagement, and ensuring successful delivery of enhancements, issue resolution, and platform support.

• Key ResponsibilitiesRelationship Management:

• Serve as the single point of contact for assigned LOB stakeholders (business + tech), building trusted, long-term partnerships.
• Drive usage and expansion of GenAI capabilities across LOB use cases; ensure alignment to business outcomes.

• Intake & Demand Management:

• Capture and scope enhancement requests, new use cases, and small feature needs; prioritize with platform/product teams.
• Own end-to-end resolution of production issues, coordinating with platform engineering, support (L2/L3), and infrastructure teams.

• Platform Advocacy & Guidance:

• Educate LOB teams on platform capabilities, best practices, guardrails (security, compliance), and onboarding patterns.

• Delivery Coordination:

• Partner with product, engineering, and release teams to ensure smooth rollout of updates, changes, and new features.

• Feedback Loop to Platform Team:

• Translate LOB needs into actionable inputs for product roadmap, platform improvements, and service enhancements.

• Governance & Reporting:

• Track usage, adoption metrics, issues, and satisfaction; provide regular updates to stakeholders and leadership.

• Required Skills & ExperienceClient/Stakeholder Management:

• Technical Fluency: Working knowledge of APIs, AI/ML or GenAI concepts, platform-based delivery, and SDLC.
• Problem Solving: Ability to triage issues, navigate ambiguity, and drive resolution across multiple teams.
• Communication: Can translate between business and technical audiences; crisp executive communication.
• Delivery Orientation: Experience coordinating cross-functional teams (product, engineering, support).
• Process & Governance: Familiarity with incident management, change/release processes, and service management models.

• Preferred Background

  Experience in AI/ML platforms, data platforms, or API products
• Prior role in Account Management, Client Success, Product Operations, or Technical Program Management
• Familiarity with enterprise controls (security, compliance, model governance)

• Success Profile

  Proactive, highly organized, and accountable
• Strong influencing skills without direct authority
• Comfortable operating in a fast-evolving, emerging technology space
• Focused on customer outcomes + platform scalability