• Lead customer-facing workload planning — understanding model usage patterns, expected throughput, and infrastructure constraints to scope solutions accurately from day one. • Own solution architecture in the sales cycle: infra selection, TCO calculation, and performance benchmarking tailored to each prospect’s environment and LLM workloads. • Design and deliver compelling technical demos and proof-of-concept implementations that map Adaptive ML’s capabilities directly to customer pain points and existing infrastructure. • Respond to technical evaluations, RFPs, and security reviews; go deep with engineering and data science counterparts on architecture decisions and integration requirements. • Partner with Account Executives to shape deal strategy, accelerate procurement timelines, and remove technical blockers standing between a prospect and a signed contract. • Own technical onboarding end-to-end — designing integration architectures, working directly with customer engineering teams, and driving time-to-first-value. • Support and continuously optimise live deployments: cost optimisation, performance tuning, and workload expansion across multi-geo and multi-team customer environments. • Be the escalation point for production issues — investigating and debugging problems spanning k8s deployments, Helm configurations, model serving infrastructure, and distributed systems. • Drive workload expansion proactively: surface new use cases, additional model workflows, and untapped product capabilities that create value across your account portfolio. • Conduct regular technical and business reviews with customer stakeholders, translating infrastructure metrics into business impact and building the case for renewal and growth. • Build reusable technical assets — reference architectures, integration guides, runbooks, and demo environments — that scale knowledge and accelerate future deals. • Act as the voice of the customer internally: channel field insights directly to Product and Engineering to shape the roadmap and prioritisation. • Contribute to infra sizing and workload planning discussions alongside Solutions and DevOps colleagues, with particular focus on the NA region (NYC/Toronto coverage).

An Amazing Career Opportunity for a Customer Support Technician I!! Location: Remote (Arizona or Washington) Job ID: 45903 Provide remote technical and application problem resolution assistance related to Cross Match products. Diagnose, troubleshoot, repair and debug computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software. Who are we? HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo Biometric Identity Technologies BIO: At the Biometric Identity Technologies Business Area, within HID, we aim to create a safer world with biometric solutions that enhance everyday life, ensuring trust and reliability in every interaction. As a trusted biometric leader, we seamlessly and ethically protect people, places, and things, where we create a secure and equitable environment where everyone’s data is protected and their privacy respected.  Driven by years of innovation, we offer a broad range of biometric identity technologies for transactions requiring irrefutable proof of identity, such as customer onboarding, fraud prevention, loss prevention, seamless travel, forensic investigation, background checks, border security, and government benefit issuance. We provide peace of mind to a great array of organizations and industries who know that they are getting the highest level of safety and security through trusted identity. As our a Customer Support Technician, you’ll support HID’s success by: - Gaining and maintaining knowledge of assigned customers' technical and business environment. - Documenting and verifying reported problems. Troubleshooting and resolving issues utilizing all available tools, resources, and documentation. Engaging additional resources when necessary. - Providing effective and consistent communication to management, peers and account team in support of customers. - Taking ownership for front line service and supporting internal and external customers. - Providing work support and guidance to less senior Customer Support Technicians. Your Experience and Background include: - AA Degree / Technical Certification or equivalent 3 years related experience. - Strong customer service and teamwork skills. Professional demeanor to maintain and enhance customer relationships. - Maintain a 98% customer satisfaction rating What we can offer you: - Competitive salary and rewards package - Competitive benefits and annual leave offering, allowing for work-life balance - A vibrant, welcoming & inclusive culture - Extensive career development opportunities and resources to maximize your potential - To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds Why apply? - Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply. - Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers. - Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted. The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range does not account for geographic differentials based on the location where the position may be filled. At HID, it is uncommon for individuals to be hired at or near the top of the range. Final compensation decisions depend on the specific facts and circumstances of each case. The base salary in the United States is $51,000 to $58,000. HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes. HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com. Please be aware that our recruitment process may include the use of AI-powered tools to assist in screening applicant resumes. These tools help us efficiently identify candidates whose qualifications and skills align with the job description. We use AI in a responsible manner and in accordance with applicable data privacy laws and regulations. Importantly, all applicants are reviewed by our Talent Acquisition team. AI is used to support, not replace, human judgment in the evaluation process. We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it. When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences. #LI-HIDGlobal

• Lead technical onboarding and adoption for AEC accounts, from first pilot through multi‑project rollout. • Partner with CSMs and AEs to protect and grow account value by removing technical blockers and tying use cases to measurable outcomes. • Act as a construction and VDC/BIM advisor, aligning DroneDeploy, AI, and integrations to customer workflows, goals, and KPIs. • Design and deliver persona‑based training (DroneDeploy Academy, virtual, and in‑field) to drive fast time‑to‑first‑value. • Build and maintain AEC playbooks, SOPs, and workflow guides, including QA steps, safety/compliance, and integration patterns. • Serve as an integration expert for Civil 3D, ACC, Revit/Navisworks, Procore, ESRI, and related tools, standardizing data flows and templates. • Monitor account health and usage data to flag risk early and run targeted interventions (workshops, workflow redesigns, executive readouts). • Own complex technical troubleshooting (high‑accuracy mapping, RTK/GCP, advanced queries, integration edge cases) with Product, Engineering, and Support. • Collaborate across Sales, Solutions Engineering, Customer Success, Support, Services, Product, and Marketing to keep materials current and feed AEC field insights into roadmap and content.

Role Description The IT Client Success Manager MSP is a strategic client facing role responsible for managing relationships with existing clients and ensuring long term satisfaction, retention, and service alignment. This role acts as a bridge between clients and internal technical teams, helping translate service performance into business value while proactively identifying risks, improvement opportunities, and service enhancements. The Client Success Manager leads Quarterly Business Reviews, monitors client health, and ensures clients fully understand the value and scope of the services delivered. This position is not a sales role. The focus is on client retention, relationship development, and strategic service alignment within a Managed Services environment. Qualifications - Previous experience working in a Managed Service Provider (MSP) or IT services environment - Experience managing client relationships or accounts within a technology services organization - Experience leading Quarterly Business Reviews or structured client review meetings - Strong professional communication and relationship management skills - Ability to manage multiple client accounts simultaneously while maintaining high service quality - Strong organizational and documentation discipline - Experience working with PSA or CRM platforms such as Autotask or similar tools - Ability to work independently in a remote environment - Strong English communication skills (C1 level or higher) Requirements - Build and maintain trusted relationships with assigned US based clients - Serve as the primary point of contact for client success and relationship management - Lead and document Quarterly Business Reviews with key client stakeholders - Translate technical service performance into clear business value during client conversations - Monitor client health indicators and proactively identify potential risks - Coordinate follow ups with Operations, Projects, and Sales teams when service improvements or opportunities are identified - Ensure clients are aware of available services and technology recommendations that support their business goals - Track client renewals and maintain strong retention outcomes - Maintain accurate documentation of all client interactions within PSA or CRM systems - Support internal collaboration by communicating client feedback and insights to leadership and service teams Technical Understanding While this is not a hands-on technical role, candidates must demonstrate a strong understanding of the Managed Services environment and the ability to discuss technology services with clients. Familiarity with areas such as: - IT infrastructure - Cloud services - Cybersecurity fundamentals - Networking basics - Service Level Agreements and managed service delivery models Preferred Qualifications - Experience working with US based clients - Experience presenting to executive level stakeholders - Experience with reporting or service performance analysis - Certifications in ITIL, CompTIA, Microsoft, or similar IT related frameworks - Experience working in a fully remote environment Key Performance Indicators Success in this role will be measured through several key metrics including: - Quarterly Business Review completion rate of 95 to 100 percent - Client retention rate of at least 95 percent annually - Positive client satisfaction trends across assigned accounts - Proactive identification of service risks and improvement opportunities - Accurate and timely documentation of client interactions in CRM systems - Effective collaboration with internal teams to resolve issues and improve service delivery