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, 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, mission and engineering teams. All of this serves an ultimate goal of delivering outsize value in supporting our Federal customer’s AI/ML objectives.
Your natural inclination is to dive into both technology and organizational processes to craft effective solutions and gain efficiencies. You are a hybrid TPM and Account Executive, biased towards 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 customers to renewal and supporting sales teams managing upsells. And you are naturally empathetic, have high EQ, and excel at building long-term relationships through diligent problem solving, domain competence, and thoughtful, strategic discussions.
You will:
- Manage customer relationships from the executive to the end user
- Oversee on-boarding and successful implementation for all designated new 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
- Help Shape both products at Scale and how key customers use them
- 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
- Have an active TS/SCI clearance
Ideally you'd have:
- Minimum 5 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
- An ability to navigate nebulous scenarios without strong guidance
- A willingness to understand and address engineering problems alongside the Product Development Teams
- A basic understanding of the ML Operations process
- Excellent verbal and written communications
- A track record of structured, analytics-driven problem solving
- 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
The base salary range for this full-time position in our Washington, DC location is $164,800 - $206,000. 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.
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