Senior Technical Engagement Manager, Scale AI

• 6+ years of experience, with experience in consulting or as a technical program management role in industry
• 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
• 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
• The ideal candidate is customer-driven, analytical, empathetic, outcome focused, and above all someone who drives and inspires results
• 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

Desirable

• 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, working with and being an advocate for customer data leaders and engineering/operations teams
• Within Scale, you will work cross-functionally with Operations, Product Managers, Sales, and other teams as the primary customer operations advocate