AI Technical Account Manager

📋 Description

• • Hatch is seeking a highly motivated and proactive AI Specialist to join our dynamic team as a Technical Account Manager. In this pivotal role, you will be instrumental in guiding our high-value customers through the entire lifecycle of AI agent delivery, from initial discovery and meticulous configuration to successful launch and ongoing iteration. You will serve as the primary bridge between our customers' complex needs and the capabilities of Hatch's cutting-edge AI platform, ensuring that the solutions we deploy effectively address and resolve real-world business challenges.
• • Your responsibilities will span the full spectrum of AI agent development and deployment. This includes deeply understanding customer requirements, translating these into precise agent behaviors, designing intuitive workflows, and crafting effective prompts. You will be hands-on, actively participating in the setup, rigorous testing, and fine-tuning of AI agents to guarantee their optimal performance and reliability in production environments. This role demands a strong sense of ownership and a cross-functional approach, placing you at the very core of the customer's journey with Hatch.
• • We are looking for an individual who not only thrives in environments characterized by ambiguity but also takes immense pride in delivering tangible results. The ideal candidate enjoys the challenge of transforming intricate customer problems into robust, scalable, and dependable AI solutions. You will be a key player in ensuring customer success by making our AI platform work seamlessly for them.
• • Key responsibilities include:
• • Owning the end-to-end delivery of AI agents, encompassing all phases from initial scoping and detailed requirements gathering through to successful launch, validation, and continuous iteration based on performance data and customer feedback.
• • Defining and architecting agent workflows, meticulously crafting prompts, and designing agent behaviors that precisely align with genuine customer needs and are engineered to operate with unwavering reliability in live production settings.
• • Engaging directly and hands-on with agent configuration, conducting comprehensive testing, and performing detailed tuning to uphold the highest standards of quality and efficacy both pre- and post-launch.
• • Leading customer-facing engagements with a strong focus on delivery outcomes, including facilitating discovery sessions, conducting detailed solution walkthroughs, and ensuring robust launch readiness.
• • Proactively monitoring the performance of live AI agents and actively soliciting and analyzing customer feedback to drive rapid, pragmatic, and impactful improvements.
• • Maintaining an obsessive focus on key business KPIs, ensuring that the deployed AI agents deliver measurable and significant impact across critical customer outcomes, operational efficiency gains, and demonstrable return on investment (ROI).
• • Actively contributing to the continuous enhancement of our internal knowledge base by documenting new processes, developing comprehensive playbooks, and codifying best practices derived from your project experiences.
• • This role is ideal for someone who possesses a strong ownership mindset, a natural bias toward action, and a proven ability to see tasks through to completion. You should have prior experience working with AI-powered systems, including a solid understanding of prompt engineering, workflow automation tools, and general AI concepts. The capacity to deconstruct ambiguous customer problems into clear, actionable requirements is essential, as is the ability to communicate effectively with both technical and non-technical stakeholders. Comfort and agility in operating within fast-paced environments where requirements may evolve are crucial. A background in B2B SaaS or platform products is highly advantageous, and experience within the home services industry is a significant plus.
• • You will be empowered to make a significant impact, working at the forefront of AI technology and contributing directly to the growth and success of Hatch and its customers. This is an opportunity to shape the future of AI-driven solutions and build something truly remarkable from the ground up.