Federal Engagement Manager

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 Clearance with polygraph
• 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