Customer Success Manager / Technical Project Manager

We are looking for empathetic, customer-centric individuals to join our team! Customer Success Managers at Toloka covers the end-to-end engagement for enterprise clients, working closely with Account Managers and Solution Engineers to understand the client’s business goals, craft a solution proposal, and deliver the solution in a project-management style. In other words, you will jointly define “value” with the client and you will ensure delivery of this value through a joint success plan.

As you are responsible for the experience the client has with Toloka from day one, you’ll be building meaningful relationships based on the trust that you are the agent of the client’s interest. Ultimately, you impact the businesses of our customers by helping them realize their AI/ML goals, be it in the scope of data labeling / crowd usage or in a bigger scope. If you are a strong communicator with a good AI/ML background, love to work independently in a fast-paced and always-changing environment, and enjoy building relationships with your customers, this role is for you!

As a Customer Success Manager, you will be a part of the broader Customer Experience team, who is responsible for delivering the appropriate client experience to all Toloka clients. The team is focused on shortening the path to value for first-time users and maximizing retention as well as expanding product usage by our existing clients.

Responsibilities

There are 3 main tracks of responsibilities in this position:

1. Client-facing Communication

• Analyse customers’ requirements and understand their needs to create the project that will bring value to them;
• Support communications with clients during the pre-sales/project execution process and help formulate requirements and expectations from projects/solutions;
• Cooperate with the Sales and Customer Success teams to ensure top-tier delivery of our product;
• Understand technical language due to the nature of our AI-centered product.

2. Solution building & delivery

• Prepare solution design with an optimal usage of Toloka data labeling stack;
• Configure data labeling components and join them into automatic pipelines for various ML training purposes;
• Conduct experiments ensuring the pipeline designed is delivering the data of desired quality and with the desired speed;
• Provide overall technical leadership during projects implementation.

3. Solution maintenance

• Monitor the solutions’ performance and react to alerts and incidents;
• Analyse data to find error patterns and improve the solution’;
• Continuously work on the solution optimisation utilizing new technologies and approaches;
• Troubleshoot any process/technical issues in cooperation with the support team as needed.

Requirements

• Experience as technical solution engineer, data/system analyst, data scientist or technical project manager. Account managers/sales people with a strong technical background are also welcome;
• Experience in creating and understanding complex solutions, building pipelines with multiple stages and thinking critically;
• Experience in Python (pandas, numpy, using API, SDKs etc.). Experience with AirFlow is a big plus;
• Understanding of basic software development principles, including version control, testing etc;
• Knowledge of basic statistics, understanding of data quality metrics (accuracy, precision, recall, f1 etc.);
• Knowledge of general ML concepts, general understanding of LLMs in particular. Experience in prompt engineering is a big plus;
• Confidence to communicate with data engineers and developers from leading tech companies in the same language;
• Interest in continually learning and developing your knowledge and understanding of crowdsourcing/data science;
• Familiarity with fast-paced environments where you manage multiple projects and handle large amounts of data, sometimes outside regular office hours.

Would be nice to have

• Experience working on crowdsourcing and/or machine learning projects.

Benefits

• Personal and career development: we support employee’s ambition for professional development and encourage them to implement their ideas in their projects;
• Life insurance, medical insurance for you and family. Vision and Dental plans are also included;
• Paid parental leave, 401k + company match;
• PTO 18 business days, plus 1 working day for every year of service with a max of 21 days of PTO + Paid Public Holidays;
• Flexibility: we offer a completely remote employment. You will also design with your manager a workday that works best for you.