Engagement Manager - Public Sector

3 Months ago • 3 Years + • $178,000 PA - $223,000 PA

Job Summary

Job Description

As an Engagement Manager in the Public Sector, you will be on the front lines of ensuring that customers become passionate, lifelong Scale partners. You will manage the customer relationship, deliver AI/ML solutions, use data to refine processes, align internal resources, and triage customer issues. This involves managing customer relationships, overseeing onboarding and implementation, leading cross-functional teams, managing the long-term health of the customer base, identifying ways to improve customer success, partnering with clients to understand operational issues and advocating for their fixes with Scale engineers, and working directly with customer's engineering teams and end users. You'll work towards delivering outsized value in supporting our national security customers’ AI/ML objectives.
Must have:
  • Active Top Secret security clearance required.
  • Willingness to travel at least 25% of the time.
  • Basic understanding of ML operations process.
  • Excellent cross-functional and collaborative ability.
  • Excellent verbal and written communication skills.
  • A track record of structured, analytics-driven problem-solving.
  • A history of diligence and organization.

Job Details

Engagement Manager, Public Sector

Location: Washington, DC

 

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 Public Sector 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 outsized value in supporting our national security customers’ AI/ML objectives.

 

You have a 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:

  • A technical background (education or professional experience with computer science, economics, statistics, engineering)
  • A proven track record in B2B client-facing roles and expanding client relationships
  • Prior experience owning the technical implementation of solutions to the government 

 

Must haves:

  • An active Top Secret security clearance (required) 
  • Willingness to travel at least 25% of the time
  • A basic understanding of the ML operations process and an aptitude to develop mastery on computer vision and generative AI workflows / products
  • Great cross-functional experience and collaborative ability
  • Excellent verbal and written communication skills
  • A track record of structured, analytics-driven problem-solving
  • A history of diligence and organization across multiple work streams
  • Minimum 3 years of work experience, with experience in a customer-facing technical program management role in industry, professional services engagement management, or in government

 

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