Engagement Manager

3 Months ago • 6 Years +

Job Summary

Job Description

As an Engagement Manager, you will be at the forefront of ensuring Scale's public sector customers become passionate partners. You will manage customer relationships, oversee onboarding and implementation, and lead cross-functional teams to exceed AI/ML objectives. Your responsibilities include managing the customer relationship, delivering AI/ML solutions, refining processes, aligning internal resources, and addressing customer issues. You will need to build long-term relationships through diligent problem-solving and thoughtful discussions, ensuring repeatable and scalable ways to deliver on customer objectives.
Must have:
  • Manage customer relationships from the executive to the end user
  • Oversee onboarding and successful implementation of accounts
  • Lead a cross-functional project team to exceed AI/ML objectives
  • An active Top Secret security clearance is required
  • 6+ years of experience in a customer-facing role
  • A technical background or relevant experience
  • Proven track record in B2B client-facing roles
  • Excellent verbal and written communication skills
Good to have:
  • Prior experience at an API technology company
  • Prior experience delivering technical solutions to government customers

Job Details

Scale's Public Sector customer base is growing rapidly, and you will be on the front lines of ensuring that these customers become passionate, lifelong Scale partners. As a member of our Federal Delivery team, you own the account plan, manage day-to-day execution for customers, and ensure an incredible customer experience. You are the ultimate all-rounder, a hybrid Customer Success and Technical Program Manager.  Day to day, you will manage the customer relationship, deliver AI/ML solutions, use data to refine processes, align internal resources, and triage customer issues. All of this serves an ultimate goal of delivering outsize value in supporting our Federal customer’s AI/ML objectives.  

 

Your bias toward finding not just one-off solutions, but repeatable and scalable ways to ensure we continually deliver on customer objectives. You have a track record of managing active customers, in addition to driving renewals and supporting sales teams in managing upsells. You are naturally empathetic and excel at building long-term relationships through diligent problem-solving and thoughtful, strategic discussions.

You will:

  • Manage customer relationships from the executive to the end user
  • Oversee onboarding and successful implementation of your accounts
  • Lead a cross-functional project team to exceed the customer’s AI/ML objectives
  • Manage the long-term health of the customer base by identifying and preempting areas of risk or concern
  • Strategically identify ways we can make customer success repeatable and solve issues for future customers
  • Partner with clients to understand operational issues and advocate for their fixes with Scale engineers
  • Work directly with customer's engineering teams and end users, answering questions and addressing issues with use of our products and solutions 

We have a diverse team with a variety of skill sets, many have:

  • An active Top Secret security clearance is required. 
  • Minimum 6 years of work experience, with experience in a customer-facing technical program management role in industry, professional services engagement management or in government
  • A technical background (education or professional experience with CS, Economics, Statistics, Engineering)
  • A proven track record in B2B client-facing roles and expanding client relationships
  • A basic understanding of the ML Operations process
  • Great cross-functional experience and collaborative ability
  • Excellent verbal and written communication
  • A track record of structured, analytics-driven problem-solving
  • A history of diligence and organization across multiple work streams
  • Willingness to travel at least 30% of the time 

Nice to haves:

  • Prior experience at an API technology company and/or managing technical customers using an API
  • Prior experience delivering technical solutions to government customers

PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.

About Us:

At Scale, we believe that the transition from traditional software to AI is one of the most important shifts of our time. Our mission is to make that happen faster across every industry, and our team is transforming how organizations build and deploy AI.  Our products power the world's most advanced LLMs, generative models, and computer vision models. We are trusted by generative AI companies such as OpenAI, Meta, and Microsoft, government agencies like the U.S. Army and U.S. Air Force, and enterprises including GM and Accenture. We are expanding our team to accelerate the development of AI applications.

We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status. 

We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at accommodations@scale.com. Please see the United States Department of Labor's Know Your Rights poster for additional information.

We comply with the United States Department of Labor's Pay Transparency provision

PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants’ needs, provide our services, and comply with applicable laws. Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data. Please see our privacy policy for additional information.

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