Federal Engagement Manager Public Sector Washington, DC

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 userOversee onboarding and successful implementation of your accountsLead a cross-functional project team to exceed the customer’s AI/ML objectivesManage the long-term health of the customer base by identifying and preempting areas of risk or concernStrategically identify ways we can make customer success repeatable and solve issues for future customersPartner with clients to understand operational issues and advocate for their fixes with Scale engineersWork directly with customer's engineering teams and end users, answering questions and addressing issues with use of our products and solutionsWe have a diverse team with a variety of skill sets, many have:

An active Top Secret Clearance with polygraphMinimum 6 years of work experience, with experience in a customer-facing technical program management role in industry, professional services engagement management or in governmentA technical background (education or professional experience with CS, Economics, Statistics, Engineering)A proven track record in B2B client-facing roles and expanding client relationshipsA basic understanding of the ML Operations processGreat cross-functional experience and collaborative abilityExcellent verbal and written communicationA track record of structured, analytics-driven problem-solvingA history of diligence and organization across multiple work streamsWillingness to travel at least 30% of the timeNice to haves:

Prior experience at an API technology company and / or managing technical customers using an APIPrior experience delivering technical solutions to government customers

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