Engagement Manager

As a member of Scale's Customer Operations team, you will play a crucial role in driving revenue, meeting SLAs, and maintaining quality standards for our growing customer base. Your responsibilities will include managing customer accounts, initiating new projects and pilots, ensuring customer satisfaction, and collaborating cross-functionally to deliver on SLAs. You will also be responsible for managing the supply operation funnel and finding scalable solutions to ensure customer success. The ideal candidate is customer-driven, analytical, empathetic, and focused on achieving results. This role offers a unique opportunity to blend operations and customer management at the heart of Scale's operations.

• Build and drive critical operational processes, including SLA delivery and revenue consumption for customers
• Oversee levers to achieve SLA targets and improve quality
• Review, track, and improve operational performance with a focus on continuous improvement
• Own day-to-day delivery, including planning and executing operational and quarterly business reviews
• Manage onboarding and successful implementation for new accounts
• Identify and preempt areas of risk or concern to maintain long-term customer health
• Partner with clients to understand operational issues and advocate for solutions with Scale engineers
• Identify ways to make customer success repeatable and solve issues for future customers
• Work directly with customer's engineering teams, answering questions and addressing issues with the use of Scale's API
• Create an effective feedback loop between the front line, product, strategy, and customers
• Collaborate with stakeholders to improve processes for new and existing customers
• Analyze and understand the Scale API and build strong relationships with technical customers
• Demonstrate cross-functional experience and collaborative ability
• Communicate effectively through verbal and written channels
• Utilize structured, analytics-driven problem-solving techniques
• Maintain diligence and organization across multiple work streams
• Take action-oriented approach to problem solving and delivering results
• Demonstrate analytical, planning, and process improvement capabilities
• Possess prior experience at an API technology company and/or managing technical customers using an API (nice to have)
• Have experience with reading SQL and/or another database language (nice to have)

• 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 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 the Scale API and build great relationships with technical customers
• 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
• 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

• Base salary range of $127,200-$160,000
• Compensation packages including base salary, equity, and benefits
• Stock options awarded upon board of director approval
• Comprehensive health, dental, and vision coverage
• Retirement benefits
• Learning and development stipend
• Generous paid time off (PTO)
• Eligibility for additional benefits such as a commuter stipend