Arch Systems

Role Description Arch Systems is seeking a talented Technical Account Manager to join our rapidly scaling team and help guide our customers in successfully implementing our impactful solutions. This role will support both global customers and those operating in U.S. government and defense environments. Candidates must be based in the United States and hold U.S. citizenship. If you're prepared to cultivate and enhance client relationships, lead technical discussions, drive portfolio growth, and thrive in a collaborative and innovative environment, we want to hear from you! What You Will Own & Drive - Support the Customer Success team with pilots, deployments, renewals, and subsequent expansion programs - Own projects across account management, program management, and professional services to improve customer satisfaction - Track and coordinate technology deployments with customers and partners on a global scale - Coordinate between customers and Engineering teams by prioritizing support requests and helping resolve technical and product questions - Work directly with customers, alongside Technical Project Managers, Account Managers, and other Applications Engineers at Arch, to deliver successful rollouts and end-to-end solutions, including the Factory Map and across the broader product stack as needed Qualifications - 3–5 years of Account Management or Customer Success experience in an Electronics Manufacturing or SaaS environment, with a proven track record of meeting or exceeding quota and driving strong customer satisfaction - Bachelor's degree or equivalent - Experience with project management methodologies - Technical proficiency with Python, database queries, and API usage - Strong analytical skills, with experience drawing insights from large data sets - Excellent organizational skills and attention to detail - Strong interpersonal and written/verbal communication skills, with the ability to manage multiple priorities simultaneously - Cultural sensitivity and demonstrated ability to collaborate effectively across teams in Asia, Europe, and the Americas What Makes You Stand Out - Experience supporting government, defense, or highly regulated industry customers - Experience working with GovCloud environments - Experience working in or supporting manufacturing operations teams - Experience in Network and/or IoT applications - Advanced experience with scripting, Python, and complex database queries - Strong project management experience around solution deployments - Training or instructional experience with customers or internal teams How We Will Support You - Innovate with Impact: Be part of a team developing transformative data products that optimize and revolutionize manufacturing operations globally. Your work will directly impact efficiency, sustainability, and growth for some of the world's leading industrial companies. - Collaborative Environment: Join a passionate, multidisciplinary team that values innovation, open communication, and teamwork. We foster a culture of continuous learning, mutual respect, and cross-functional collaboration, empowering everyone to contribute meaningfully. - Growth & Development Opportunities: Advance your career through hands-on experience in product leadership, data-driven decision-making, and technical innovation. Arch supports professional development with pathways for skill enhancement, leadership growth, and increasing product vision expertise. - Equity & Ownership: Share in the company's success through equity ownership, aligning your personal success with Arch's mission and growth. - Remote-First Flexibility: Embrace a remote-first work culture that provides flexibility and balance, supporting productivity and connection in a collaborative virtual environment. Application Process Please submit resumes in English. We encourage passionate applicants to apply, even if they don't meet every qualification. At Arch, we value authenticity and believe in hiring individuals as their full, unique selves. We're committed to fostering an environment where team members can leverage their strengths while continuously learning and growing. Don't let imposter syndrome hold you back—if you're excited about this opportunity, we'd love to hear from you! Compensation Practices Arch Systems is committed to equitable, transparent, and market-competitive compensation. This role is remote-first, and compensation is benchmarked using San Francisco Bay Area market data as the reference point for our pay ranges. The San Francisco Bay Area total compensation range for this position is $115,000 - $155,000 based upon qualifications and experience. For candidates based outside the Bay Area, compensation may be geo-adjusted based on location-specific market data, cost of labor, and local market practices. Final compensation is determined by job-related factors including experience, skills, scope of responsibility, and performance expectations, in accordance with applicable pay transparency laws. In addition to cash compensation, this role may be eligible for equity awards, aligning individual impact with Arch Systems' long-term success. Benefits For U.S.-based employees, benefits include comprehensive medical, dental, and vision coverage for employees and dependents, retirement contributions, and additional programs that support wellbeing and professional development. International candidates hired through our approved global employment partners will receive regionally competitive benefits and are eligible for non-qualified stock options (NQSOs) from Arch Systems, allowing participation in the company's long-term success. Remote Equal Arch champions a remote-first work environment since its inception, promoting flexibility and inclusivity across all teams. While we welcome talent from diverse locations, we currently do not offer visa sponsorship. Arch is committed to full compliance with regulations from the Office of Foreign Assets Control (OFAC) to ensure alignment with all applicable sanctions programs. This means we do not engage in transactions or employment practices that conflict with OFAC regulations, including the hiring of individuals residing in regions subject to US sanctions.

• Support deployment and operation of services in FedRAMP High-aligned environments • Work with compliance platforms and partners to support secure deployment workflows, controls, evidence collection, and operational readiness • Assist with security and compliance requirements for defense, government, and regulated customers • Translate compliance obligations into practical engineering work • Design, deploy, operate, and support cloud infrastructure across AWS and AWS GovCloud • Build and maintain infrastructure using Infrastructure-as-Code, primarily Terraform • Operate Kubernetes-based services and Helm-based deployment workflows across multiple environments • Improve reliability, observability, access controls, operational runbooks, and supportability of platform systems • Support regular release operations across multiple environments • Maintain and improve Helm charts, deployment pipelines, CI/CD workflows, and operational automation • Create and maintain runbooks, operational documentation, and escalation paths for regulated deployments

• Lead, coach, and develop the Level 2 Technical Support team • Serve as the primary escalation point for critical production issues • Respond to customer inquiries across ticketing systems, live sessions, and phone support • Maintain and continuously improve technical documentation • Identify patterns in escalations and drive systemic improvements to prevent recurrence

• Design and deliver backend features in Python for large-scale enterprise SaaS. • Contribute to technical excellence through testing, CI/CD, and secure design. • Provide technical guidance and architectural input across backend initiatives. • Design data models and pipelines that turn high-volume sensor data streams into clean, structured time-series events. • Own a sync and reconciliation engine for distributed edge clients. • Build integrations between the platform and customer enterprise systems. • Design for correctness under concurrency, transactional guarantees, and consistency. • Build a configuration system for large enterprise customers without forking the codebase. • Build APIs to power latency-sensitive operational UIs.

• Support the customer success team with pilots and deployments as well as renewals and subsequent expansion programs • Be responsible for projects in account and program management as well as professional services in order to improve customer satisfaction • Tracking and coordinating technology deployments with our customers and partners on a global scale • Coordinating our efforts between our customers and engineering teams by prioritizing support requests and helping resolve technical and product questions • Work directly with customers and in tandem with Technical Project Managers, Account Managers, and other Applications Engineers at Arch to deploy successful rollout and end-to-end solutions, including the Factory Map but also across the entire product stack as needed

• Support the customer success team with pilots and deployments as well as renewals and subsequent expansion programs • Be responsible for projects in account and program management as well as professional services in order to improve customer satisfaction • Tracking and coordinating technology deployments with our customers and partners on a global scale • Coordinating our efforts between our customers and engineering teams by prioritizing support requests and helping resolve technical and product questions • Work directly with customers and in tandem with Technical Project Managers, Account Managers, and other Applications Engineers at Arch to deploy successful rollout and end-to-end solutions, including the Factory Map but also across the entire product stack as needed

• Partner with Account Executives to qualify opportunities, uncover customer needs, and guide prospects through technical evaluation and decision-making. • Deliver compelling, technically credible demonstrations that highlight the business and operational value of Arch’s manufacturing AI and data platform. • Define, plan, and execute pilots and proofs of concept (PoCs) that validate technical fit and demonstrate measurable ROI. • Work directly with customers to understand manufacturing processes and challenges, and map Arch’s solutions to address their specific pain points. • Collaborate with product and engineering teams to propose solutions that integrate Arch with customer and partner production systems. • Present complex technical concepts clearly to a range of stakeholders, from shop-floor engineers to executive leadership. • Respond to customer security questionnaires using Arch’s existing response library, while maintaining and expanding that knowledge base to improve efficiency and consistency. • Provide hands-on training and technical support to customers during pilots and early-stage deployments. • Stay informed on industry trends, competitive solutions, and emerging technologies, and clearly articulate Arch’s differentiation.

• Own and operate the commercial system of record (HubSpot), including pipelines, workflows, automation, and data structure • Enforce pipeline discipline, ensuring accurate deal stages, forecasting inputs, and data integrity across all opportunities • Run the operating rhythm for the revenue organization, including pipeline reviews, forecasting cycles, and reporting cadences • Build and maintain reliable dashboards and reporting to provide clear visibility into pipeline health, conversion, and revenue performance • Ensure alignment and clean data flow across sales, marketing, partnerships, customer success, and leadership • Own and optimize the GTM tech stack, ensuring tools are properly configured, integrated, and adopted • Implement, reinforce, and improve scalable processes across the commercial organization • Identify gaps in execution and drive pragmatic process improvements in a fast-moving environment • Partner closely with leadership to evolve systems and processes as the company grows • Leverage AI tools (e.g., ChatGPT, Claude) to improve workflows, reporting, and operational efficiency • Support and interact with centralized data systems and repositories to maintain reporting accuracy and scalability

• Own Arch's partner-facing product strategy, treating partners as a core product user • Lead product efforts that enable partners to succeed with their customers through clear value, usability, and outcomes • Act as the product lead for strategic partner engagements, ensuring partner needs are reflected in roadmap priorities and execution • Define and prioritize deep, high-quality integrations that make Arch feel like a natural extension of partner products • Drive features and workflows that enhance partner value propositions, improve joint demos, and strengthen co-selling narratives • Ensure partner integrations are reliable, scalable, and easy to adopt • Own pricing and packaging strategy for partner-delivered offerings, ensuring partners can clearly position and sell Arch • Collaborate with Partnerships, Commercial, and Marketing teams to create partner-ready bundles and commercial models • Maintain a partner-focused product roadmap, balancing bespoke partner needs with scalable platform investments • Partner closely with Engineering to define clear, prioritized requirements that support partner use cases and integrations • Navigate technical constraints to set realistic partner expectations and deliver durable solutions

• Own end-to-end deployment execution across multiple customer accounts and timelines, including new site implementations, customer onboarding, and connector development rollouts • Build and manage project plans that align customer goals, internal resourcing, technical dependencies, and delivery milestones • Tracking and coordinating technology deployments with our customers and partners on a global scale • Drive structured kickoff, requirements gathering, implementation, validation, and go-live processes—ensuring consistent execution and high-quality outcomes • Coordinate our efforts between our customers and engineering teams by prioritizing deployment needs, tracking open questions/issues, and ensuring timely resolution of technical and product blockers • Maintain clear project documentation (status, risks, decisions, timelines, scope changes) and provide regular updates to internal stakeholders and customer leaders • Partner closely with Technical Account Managers, Sales Engineers, Account Managers, and Applications/Engineering teams to deploy successful rollout and end-to-end solutions across the Arch product stack • Lead retrospectives and continuously improve deployment playbooks, templates, checklists, and operating cadence to improve team efficiency and customer experience