Technical Account Manager, HydroForecast

Upstream; Northern (KY); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

4 weeks vacation

Health insurance (dental, vision, life

Job summary

Upstream Tech is seeking a Customer Success professional to be on the front lines with HydroForecast customers. You’ll help customers integrate HydroForecast data into their workflows, articulate its value, and craft compelling use cases.

You’ll explore product performance with AI tools and tell the story of our product at conferences alongside sales and marketing teams. You’ll ensure the customer voice informs new R&D, support renewals and expansions, and collaborate with a driven, remote-first

Qualifications

• 4+ years of work experience in a customer-facing role.
• Experience working with hydrology/data science, ML, forecasting, or SaaS.
• US or Canadian work authorization and time-zone alignment.

Responsibilities

• Own customer relationships from onboarding through their service contract.
• Create and deliver presentations to summarize HydroForecast’s value and performance for customers.
• Handle support requests and questions from customers, serving as the primary liaison with the team.
• Regularly engage customers to understand their experience and support retention.
• Serve as the internal voice of the customer by surfacing user stories and feedback for the product team.
• Build and utilize internal AI workflows to automate performance checks and forecast monitoring.
• Manage timelines for customer deliverables with the product team to onboard and deliver on time.
• Create and maintain support documentation to help customers understand product capabilities.
• Help scale our customer success processes as our customer base grows.

Skills

Customer relationship management

Hydrology / Data science knowledge

Communication with stakeholders

Remote collaboration

Problem solving

Job description

Opportunity

Upstream Tech builds software for making decisions about the planet. We are looking for a talented team member to expand the reach and impact of HydroForecast, a global water forecast solution powered by AI and Machine Learning. Upstream Tech has expanded its customer base across private and public utilities and with the federal government on R&D and operational systems. Some of our larger customers and partners include Brookfield, U.S. Bureau of Reclamation, Ontario Power Generation, and NOAA.

We are seeking an experienced and driven team member to help retain and grow HydroForecast’s customer base. We are interested in candidates who thrive on engaging with customers and stakeholders to solve problems and create and grow deep relationships.

The right candidate is driven by our mission, has a technical background that aligns with hydrology/data science/machine learning, has an understanding and interest in water issues, and who demonstrates an excellent independent work ethic and desire to work closely with a driven and a geographically diverse "remote-first" team.

Role

You will be the front lines of our relationship and communication with HydroForecast customers. You will help our customers utilize HydroForecast’s data in their workflows, and communicate the value of the data by developing stories and use cases. You will have opportunities to dig deep in our product’s technical performance using a suite of AI tools, and package it in a way that resonates with our customers. You will help tell the story of our product, through attending conferences and supporting sales and marketing activities. You will ensure the customer’s voice is represented in new R&D, and work closely with the sales team to support renewals and expansions. We are open to strong candidates at different stages of career progression.

Responsibilities

• Own customer relationships from onboarding through their service contract

• Create and deliver presentations to our customers that summarize HydroForecast’s value and performance, striking an artful balance of explaining technical details with communicating how HydroForecast improves their workflows, operations, bottom lines

• Handle support requests and questions from customers, serving as the primary point of contact and liaison with our team

• Regularly engage our customers to understand their experience with our services and support retention

• Serve as internal voice of the customer by surfacing clear user stories and sharing feedback with the product team

• Build and utilize internal AI workflows to automate performance checks, forecast monitoring, and analysis for customers

• Manage timelines for customer deliverables with our product team to onboard and deliver our service on time

• Create and maintain support documentation to help customers understand and utilize product capabilities

• Help to scale our customer success processes as our customer base grows

Preferred Qualifications

• Experience working in a customer- or client-facing context

• Technical knowledge in hydrology and/or data science, machine learning, modeling, forecasting, computer science, and/or SaaS

• Comfort and experience with technology applications

• Strong written and verbal science communication

• High level of attention to detail and strong project management capabilities

• 4+ years of work experience

• Demonstrated problem-solving and prioritization skills, underpinned by a growth mindset

• Located in a United States time zone and ideally based in the United States or Canada

• US or Canadian work authorization

You’d be a good fit if

• You want to work at an impact-focused company. We measure our success with a triple bottom line and put our principles before profits.

• You're pragmatic and want to get things done without sacrificing quality.

• You enjoy and are skilled at communicating science to customers (and back to us).

• You’re excited to work in a remote-first environment.

• You are humble and have empathy for customers and teammates.

• You believe that giving and receiving honest and direct feedback helps everyone to grow.

• You enjoy working on teams and believe a variety of skills and perspectives create the best products.

• You’re a self-starter and able to manage your own time effectively and efficiently.

• You have excellent communications skills, both verbal and written, and can speak to a range of stakeholders with varying familiarity with technology.

If you’re passionate about water, climate, and renewable energy, we encourage you to apply even if you don’t meet every qualification.

We are proud to offer great benefits like 4 weeks of paid vacation and generous health insurance plans (along with dental, vision and life insurance). We want our team to live full lives outside of work.

Upstream Tech is committed to building, supporting, and growing a diverse team. We have a standardized interview process designed to reduce individual bias, and have structured pay scales to prevent inequity. We don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Compensation

Starting pay for the successful applicant will depend on a variety of job-related factors, which may include job-related knowledge, skills, and experience, market location, business needs, other compensation components, and/or market demands. This range may be modified in the future. The starting base salary range for this role is between $85,000 - $110,000, depending on level of experience. This position is eligible for incentive compensation related to retention and expansion within the current customer base.

In addition to competitive salaries and incentive pay, we offer equity to new employees.

Location

Remote. We conduct business using technologies like Slack and video conferencing. We gather in-person several times a year to work, bond, and celebrate our successes.

Travel. We are looking for someone with flexibility to travel for meetings and conferences on an as-needed basis.