Engagement Manager - Germany

Scale AI; Deutschland; Vor Ort; EUR 80.000 - 100.000; Vollzeit

Zusammenfassung

Join a dynamic team where you will play a pivotal role in managing customer relationships and delivering cutting-edge AI/ML solutions. This position is designed for a hybrid Customer Success and Technical Program Manager who thrives in a collaborative environment. You will oversee onboarding, ensure customer satisfaction, and drive renewals while working closely with clients to understand and resolve their operational challenges. Your ability to build long-term relationships and deliver repeatable, scalable solutions will be key to supporting our Federal customers' objectives. If you are passionate about technology and customer success, this is the perfect opportunity for you!

Qualifikationen

• 6+ years in customer-facing technical program management roles.
• Active Top Secret security clearance is required.

Aufgaben

• Manage customer relationships and oversee successful implementation.
• Lead cross-functional teams to achieve AI/ML objectives.

Kenntnisse

Customer Success Management

Technical Program Management

Problem-Solving

Communication Skills

Data Analysis

Relationship Management

AI/ML Solutions Delivery

Ausbildung

Computer Science

Economics

Statistics

Engineering

Jobbeschreibung

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 security clearance is required.
• 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

PLEASE NOTE:Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.