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    Engagement Manager, Gen AI - San Francisco, CA, United States - Scale AI, Inc.

    Scale AI, Inc.
    Scale AI, Inc. San Francisco, CA, United States

    1 week ago

    Default job background
    Description

    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.

    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.

    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
    3-5 years of total work experience, with experience in consulting or as a technical program management role in industry
    ~ Business Analyst / Senior Associate Consultant role at a Big 3 Consulting Firm
    ~ A track record of structured, analytics-driven problem solving
    ~ An action-oriented mindset that balances creative problem solving with the scrappiness to ultimately deliver results
    ~ Analytical, planning, and process improvement capability

    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.

    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.

    Scale employees are also granted Stock Options that are awarded upon board of director approval. Comprehensive health, dental and vision coverage, retirement benefits, a learning and development stipend, and generous PTO.

    At Scale, we believe that the transition from traditional software to AI is one of the most important shifts of our time.

    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.We are expanding our team to accelerate the development of AI applications.

    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 .


    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.

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