Engagement Manager

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, identifying new project opportunities, driving revenue, hitting delivery SLAs, and maintaining quality standards. You will work closely with Scale’s Gen AI customers, owning end-to-end engagements from identifying new opportunities through overseeing operations and delivery of all ongoing projects. 

You are the forefront 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 and understanding of how high-quality data can influence the development of Gen AI models. You are the voice of the customer, responsible for the execution of customer projects. Within Scale, you will work cross-functionally with Operations, Delivery, Finance, Product and Leadership to ensure that project execution and delivery is aligned with customer expectations.

The blend of operations and customer management needed to drive our most important outcomes make this a unique and exciting role at the heart of Scale’s GenAI operations. The ideal candidate is customer-driven, analytical, outcome-focused, data-oriented, 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 Scale product and services, and revenue consumption for our customers
• Manage the long-term health of customers by identifying areas of risk or concern and advocating for them within Scale
• Review, track and improve operational performances and be obsessed with continuous improvement
• Oversee on-boarding and successful execution and ramp for new data projects
• Work directly with customer’s engineering teams on project scoping, implementation and resolving blockers, partnering when needed with customer-facing MLEs and Field Engineering at Scale
• Create an effective feedback loop between the front line, product, strategy, and customers

Ideally you’d have:

• 4+ years of work experience, with experience in consulting or as a technical product or program management role in industry 
• A technical background (education or professional experience with CS, Economics, Statistics, Engineering or STEM field)
• A proven track record in B2B client facing roles and building and expanding client relationships
• Ability to understand 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

Nice to haves:

• Experience with reading SQL and/or another database language
• Graduate degree (PhD, MS) in a STEM field
• Work experience in a high-growth environment