Scale's Public Sector customer base is growing rapidly, and you will be on the front lines of ensuring that these customers become passionate, lifelong Scale partners. 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, a hybrid Customer Success and Technical Program Manager. Day to day, you will manage the customer relationship, deliver AI/ML solutions, use data to refine processes, align internal resources, and triage customer issues. All of this serves an ultimate goal of delivering outsize value in supporting our Federal customer's AI/ML objectives.
Your bias toward finding not just one-off solutions, but repeatable and scalable ways to ensure we continually deliver on customer objectives. You have a track record of managing active customers, in addition to driving renewals and supporting sales teams in managing upsells. 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 end user
Oversee onboarding and successful implementation of your accounts
Lead a cross-functional project team to exceed the customer's AI/ML objectives
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 and end users, answering questions and addressing issues with use of our products and solutions
We have a diverse team with a variety of skill sets, many have:
An active Top Secret Clearance with polygraph
Minimum 6 years of work experience, with experience in a customer-facing technical program management role in industry, professional services engagement management or in government
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
A basic understanding of the ML Operations process
Great cross-functional experience and collaborative ability
Excellent verbal and written communication
A track record of structured, analytics-driven problem-solving
A history of diligence and organization across multiple work streams
Willingness to travel at least 30% of the time
Nice to haves:
Prior experience at an API technology company and / or managing technical customers using an API
Prior experience delivering technical solutions to government customers
#J-18808-Ljbffr