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Engagement Manager, Gen AI

Scale AI

Scale AI

Software Engineering, Data Science
San Francisco, CA, USA · New York, NY, USA
Posted on Tuesday, February 27, 2024
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 Customer Operations team, you’ll be accountable for driving revenue, hitting SLAs, and maintaining quality standards. For your customer base, you will kick off new projects and pilots, own the account plan, manage day to day execution for customers, work cross-functionally to deliver customer SLAs, and drive account consumption.
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' engineering and operations teams. Your 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 our supply operation funnel by building and running solutions, tools, and processes by working with a cross-functional team including Supply, Product Operations, Product Managers, and many others.
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 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 delivery of SLAs 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
  • Own day-to-day delivery, from weekly planning to executing operational and quarterly business reviews
  • Oversee on-boarding and successful implementation for new accounts
  • Manage the long-term health of the customer base by identifying and preempting areas of risk or concernPartner with clients to understand operational issues and advocate for their fixes with Scale engineers
  • Strategically identify ways we can make customer success repeatable and solve issues for future customers
  • 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:

  • 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 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
  • An action-oriented mindset that balances creative problem solving with the scrappiness to ultimately deliver results
  • Analytical, planning, and process improvement capability

Nice to haves:

  • Prior experience at an API technology company and/or managing technical customers using an API
  • Experience with reading SQL and/or another database language

The base salary range for this full-time position in our hub locations of San Francisco, New York, or Seattle, is $127,200-$160,000. Compensation packages at Scale include base salary, equity, and benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.Scale employees are also granted Stock Options that are awarded upon board of director approval. You’ll also receive benefits including, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits, a learning and development stipend, and generous PTO. Additionally, this role may be eligible for additional benefits such as a commuter stipend.

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.

PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants’ needs, provide our services, and comply with applicable laws. Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data.