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.
Position Overview:
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.
Key Responsibilities:
- 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
Qualifications:
- 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
Compensation:
Compensation packages at Scale for eligible roles include base salary, equity, and benefits. The base salary range for this full-time position in Washington DC is: $134,550 — $201,825 USD.
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
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