Scale AI, Inc.
Overview
Scale's customer base is growing exponentially, and you will be on the front lines of ensuring that these customers become passionate, lifelong Scale partners. As a member of our Engagement Management team, you'll be accountable for establishing customer relationships, driving revenue, hitting SLAs, and maintaining quality standards. You will work closely with one of Scale's Gen AI Data Engine customers, driving end-to-end engagements from new projects and pilots, owning the account execution, working cross-functionally to ensure Scale products and services are delivered consistently and on-time, and driving account consumption.
You are the tip of Scale's contact with our Gen AI customers, advocating for customer data leaders and engineering/operations teams. You have a strong interest in how high-quality data can positively influence Gen AI models, and a bias toward repeatable, scalable solutions. You have a track record of managing customers to renewal, forecasting with customers, and supporting sales teams managing upsells. You are empathetic and excel at building long-term relationships through diligent problem solving and thoughtful, strategic discussions. Within Scale, you will work cross-functionally with Operations, Product Managers, Sales, and other teams as the primary customer operations advocate.
The blend of operations and customer management to drive our most important outcomes makes this a unique and exciting role at the heart of Scale's Data Engine operations. The ideal candidate is customer-driven, analytical, empathetic, outcome-focused, and above all someone who drives and inspires results.
Responsibilities
Build and drive some of our most critical operational processes: the consistent, on-time delivery of Data Engine product and services, and revenue consumption for our customers
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
Oversee on-boarding and successful implementation for new Data Engine projects
Manage the long-term health of customers by identifying and preempting areas of risk or concern
Partner with clients to understand operational issues and advocate for their fixes with Scale engineers
Work directly with customer's engineering teams, partnering with customer-facing MLEs and Field Engineering
Answer questions and address issues with the use of our API in collaboration with the customer's engineering teams
Create an effective feedback loop between the front line, product, strategy, and customers
Collaborate with stakeholders to improve processes for new and existing customers
Ideal qualifications
4-9 years of total work experience, with experience in consulting or as a technical program management role in industry
Associate / Senior Consultant / Engagement Manager role at a Big 3 Consulting Firm
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
Ability to understand APIs and the ML training lifecycle and build strong relationships with technical customers
Excellent cross-functional experience and collaborative ability
Excellent verbal and written communications
A track record of structured, analytics-driven problem solving
Demonstrated diligence and organization across multiple work streams
Action-oriented mindset balancing creative problem solving with scrappiness to deliver results
Analytical, planning, and process improvement capability
Experience with reading SQL and/or another database language
Nice to have
Prior experience at an API technology company and/or managing technical customers using an API
Compensation and benefits Compensation packages at Scale for eligible roles 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. Scale employees in eligible roles are also granted equity-based compensation, subject to Board of Directors approval. More details about salary range for your location can be shared by your recruiter during the hiring process. Benefits include comprehensive health, dental and vision coverage, a learning and development stipend, and generous PTO. Additional benefits such as a commuter stipend may be available.
Salary range for this full-time position in the locations of San Francisco, New York, and Seattle:
$132,000 — $165,000 USD
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.
About Us At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power leading models and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work with industry leaders and government entities to accelerate the development of AI applications.
We believe that everyone should be able to bring their whole selves to work. We are proud to be an inclusive and equal opportunity workplace and 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 providing reasonable accommodations to applicants with disabilities. If you need assistance in the application or recruiting process due to a disability, please contact us at accommodations@scale.com. Please see the Know Your Rights poster and the Pay Transparency provisions for additional information.
We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities and sharing with our affiliates. Any information collected will be treated in accordance with our internal policies and privacy policy.
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You are the tip of Scale's contact with our Gen AI customers, advocating for customer data leaders and engineering/operations teams. You have a strong interest in how high-quality data can positively influence Gen AI models, and a bias toward repeatable, scalable solutions. You have a track record of managing customers to renewal, forecasting with customers, and supporting sales teams managing upsells. You are empathetic and excel at building long-term relationships through diligent problem solving and thoughtful, strategic discussions. Within Scale, you will work cross-functionally with Operations, Product Managers, Sales, and other teams as the primary customer operations advocate.
The blend of operations and customer management to drive our most important outcomes makes this a unique and exciting role at the heart of Scale's Data Engine operations. The ideal candidate is customer-driven, analytical, empathetic, outcome-focused, and above all someone who drives and inspires results.
Responsibilities
Build and drive some of our most critical operational processes: the consistent, on-time delivery of Data Engine product and services, and revenue consumption for our customers
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
Oversee on-boarding and successful implementation for new Data Engine projects
Manage the long-term health of customers by identifying and preempting areas of risk or concern
Partner with clients to understand operational issues and advocate for their fixes with Scale engineers
Work directly with customer's engineering teams, partnering with customer-facing MLEs and Field Engineering
Answer questions and address issues with the use of our API in collaboration with the customer's engineering teams
Create an effective feedback loop between the front line, product, strategy, and customers
Collaborate with stakeholders to improve processes for new and existing customers
Ideal qualifications
4-9 years of total work experience, with experience in consulting or as a technical program management role in industry
Associate / Senior Consultant / Engagement Manager role at a Big 3 Consulting Firm
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
Ability to understand APIs and the ML training lifecycle and build strong relationships with technical customers
Excellent cross-functional experience and collaborative ability
Excellent verbal and written communications
A track record of structured, analytics-driven problem solving
Demonstrated diligence and organization across multiple work streams
Action-oriented mindset balancing creative problem solving with scrappiness to deliver results
Analytical, planning, and process improvement capability
Experience with reading SQL and/or another database language
Nice to have
Prior experience at an API technology company and/or managing technical customers using an API
Compensation and benefits Compensation packages at Scale for eligible roles 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. Scale employees in eligible roles are also granted equity-based compensation, subject to Board of Directors approval. More details about salary range for your location can be shared by your recruiter during the hiring process. Benefits include comprehensive health, dental and vision coverage, a learning and development stipend, and generous PTO. Additional benefits such as a commuter stipend may be available.
Salary range for this full-time position in the locations of San Francisco, New York, and Seattle:
$132,000 — $165,000 USD
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.
About Us At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power leading models and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work with industry leaders and government entities to accelerate the development of AI applications.
We believe that everyone should be able to bring their whole selves to work. We are proud to be an inclusive and equal opportunity workplace and 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 providing reasonable accommodations to applicants with disabilities. If you need assistance in the application or recruiting process due to a disability, please contact us at accommodations@scale.com. Please see the Know Your Rights poster and the Pay Transparency provisions for additional information.
We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities and sharing with our affiliates. Any information collected will be treated in accordance with our internal policies and privacy policy.
#J-18808-Ljbffr