Manager, Public Sector Delivery
Scale AI - Washington, DC
posted 8 days ago
About the position
Scale's Federal customer base is growing rapidly, and you will be on the front lines of ensuring that these customers become passionate, lifelong Scale partners. As the Head of our Federal Delivery team, you will lead a team of Engagement Managers and Strategic Product Managers that own their account plans, manage day-to-day execution for customers, and ensure an incredible customer experience. You are a player-coach, splitting your time between managing one strategic account and supervising your team. For your account, 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 the ultimate goal of delivering outsize value in supporting our Federal customer's AI/ML objectives. For your team, you are a mentor in all aspects of managing customer relationships, making sound business judgments, and delivering high-quality program management. You will work individually with each of your direct reports to advance their professional development and ensure Scale is a great place to work. 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. And you are naturally empathetic and excel at building long-term relationships through diligent problem-solving and thoughtful, strategic discussions.
Responsibilities
- Lead a team of 8-12 mid-career professionals who are top 5% performers in their fields
- Manage customer relationships from the executive to the end user
- Oversee onboarding and successful implementation for your account
- 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
Requirements
- An active Top Secret Clearance
- Minimum 10 years of work experience, with experience in a customer-facing technical program management role in industry, professional services engagement management or in government
- Previous success growing a government technology program (either as a government program manager or with a government customer)
- Previous experience managing teams
- 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 communications
- 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
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits
- Learning and development stipend
- Generous PTO
- Commuter stipend (may be eligible)
