Customer Success Service Manager

Position Summary

Responsibilities

• Model Application Analysis and Diagnosis: Analyze LLM performance in inference, generation, and moderation, and replicate customer-reported bad cases.
• Model Optimization and Tuning Support: Provide optimization suggestions like Prompt Engineering and Finetuning; collaborate with internal teams on model tuning, especially for Arabic processing .
• Front-line Technical Support and Consulting: Provide professional technical support on MaaS platform usage, model selection, API calling, and cost optimization.
• Performance and Cost Monitoring: Monitor key performance indicators (such as TPM, TTFT, success rate) and provide cost-effective model combination strategies.
• Cross-Cultural Communication and Collaboration: Utilize language advantages to accurately understand customer needs in Arabic scenarios, ensuring lossless communication .

Qualifications

• LLM-related project experience (such as model evaluation, development, optimization, or technical support); experience in MaaS platforms or large AI companies is preferred.
• Deep understanding of underlying LLM logic (Transformer, Tokenization, inference processes); experience in Prompt Engineering; familiar with model evaluation metrics and knowing deep learning on mainstream frameworks (TensorFlow, PyTorch).
• Language: Mandarin: Native speaker level, used for highly efficient internal team collaboration. English: Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents. Proficient in Arabic reading and writing, capable of processing and analyzing Arabic language
• On-site resident support at customer site; short-term business travel may be required
• Able to accept 7x24 on-call schedules, responding quickly to urgent customer needs.
• Respect and understand local Saudi laws, regulations, business culture, and social customs
• Possess a high awareness of data security and privacy protection, strictly complying with company and customer data regulations.