Engagement Manager
Job Description:
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 service level agreements, 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, working with and being an advocate for customer data leaders and engineering/operations teams. You have a strong interest in how high-quality data can positively influence Gen AI models. Your bias towards finding not just one-off solutions, but repeatable and scalable ways to ensure we continually deliver. You have a track record of managing customers to renewal, forecasting with customers, and supporting sales teams managing upsells. And you are naturally 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 make 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.
You will:
- 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, answering questions and addressing issues with use of 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
Ideally you'd have:
- Proficiency in reading and writing in Arabic
- 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 haves:
- Prior experience at an API technology company and/or managing technical customers using an API
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 affirmative action employer and 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.
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