Engagement Manager

Overview

Scale's customer base is growing exponentially, and you will be on the front lines of ensuring that these customers become passionate, lifelong Scale partners. As a member of our Engagement Management team, you’ll be accountable for establishing customer relationships, driving revenue, hitting SLAs, and maintaining quality standards. You will work closely with one of Scale’s Gen AI Data Engine customers, driving end-to-end engagements from new projects and pilots, owning the account execution, working cross-functionally to ensure Scale products and services are delivered consistently and on-time, and driving account consumption.

You are the tip of Scale’s contact with our Gen AI customers, advocating for customer data leaders and engineering / operations teams. You have a strong interest in how high-quality data can positively influence Gen AI models. You strive for repeatable, scalable solutions to ensure we continually deliver. You have a track record of managing customers to renewal, forecasting with customers, and supporting sales teams managing upsells. You are empathetic and excel at building long-term relationships through diligent problem solving and thoughtful, strategic discussions. Within Scale, you will work cross-functionally with Operations, Product Managers, Sales, and other teams as the primary customer operations advocate.

The blend of operations and customer management to drive our most important outcomes makes this a unique and exciting role at the heart of Scale's Data Engine operations. The ideal candidate is customer-driven, analytical, empathetic, outcome-focused, and above all someone who drives and inspires results.

Responsibilities

Build and drive some of our most critical operational processes : the consistent, on-time delivery of Data Engine product and services, and revenue consumption for our customers

Build and oversee levers with a relentless focus on SLA achievement and quality improvement

Review, track and improve operational performances and be obsessed with continuous improvement

Oversee on-boarding and successful implementation for new Data Engine projects

Manage the long-term health of customers by identifying and preempting areas of risk or concern

Partner with clients to understand operational issues and advocate for their fixes with Scale engineers

Work directly with customer's engineering teams, partnering with customer-facing MLEs and Field Engineering

Work directly with customer's engineering teams, addressing questions and issues related to our API

Create an effective feedback loop between the front line, product, strategy, and customers

Collaborate with stakeholders to improve processes for new and existing customers

Qualifications

4-9 years of total work experience, with experience in consulting or as a technical program management role in industry

Associate / Senior Consultant / Engagement Manager role at a Big 3 Consulting Firm

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

Ability to understand APIs and the ML training lifecycle and build great relationships with technical customers

Great cross-functional experience and collaborative ability

Excellent verbal and written communications

A track record of structured, analytics-driven problem solving

A history of diligence and organization across multiple work streams

An action-oriented mindset that balances creative problem solving with the scrappiness to ultimately deliver results

Analytical, planning, and process improvement capability

Experience with reading SQL and / or another database language

Nice to have

Prior experience at an API technology company and / or managing technical customers using an API

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