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Federal Engagement Manager

Washington, DC
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Scale's customer base is growing exponentially, and you will be on the front lines of ensuring that these customers become passionate, lifelong Scale users. As a member of our Federal Delivery team, you own the account plan, manage day to day execution for customers and ensure an incredible customer experience.  You are the ultimate all-rounder, triaging customer issues and support, using data and analytics to align internal resources around a successful customer experience, while also being the main contact and advocate for customers' senior executives and engineering teams. 
You bias towards finding not just one-off solutions, but repeatable and scalable ways to ensure we continually deliver on SLAs. You have a track record of managing customers to renewal 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.

You Will:

  • Manage customer relationships from the executive to the front-line, including planning and executing operational and quarterly business reviews
  • Oversee on-boarding and successful implementation for all new accounts
  • Develop and manage all aspects of the customer experience, including SLA achievement and account plans
  • Manage the long-term health of the customer base by identifying and preempting areas of risk or concern
  • Strategically identify ways we can make customer success repeatable and solve issues for future customers
  • Partner with clients to understand operational issues and advocate for their fixes with Scale engineers
  • Work directly with customer's engineering teams, answering questions and addressing issues with use of our API 

You'd Have:

  • An active US government security clearance
  • Minimum 2 and ideally 3 years of total work experience, with experience in a customer-facing technical program management role in industry or professional services engagement management
  • A technical background (education or professional experience with CS, Economic, Statistics, Engineering)
  • A proven track record in B2B client facing roles and expanding client relationships
  • Ability to understand the Scale API 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 

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 machine learning can build innovative products. Our products provide access to human-powered data for hundreds of use cases and are used by industry leaders such as Open AI, Lyft, GM, Samsung, Airbnb, NVIDIA, and many more. We’ve recently raised $325 million in Series E funding at a valuation of $7B+ and 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 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 EEO poster and EEO poster supplement for additional information.

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