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

Nice to have

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