Engagement Manager

The job overview for this role is that it is a customer-focused position within Scale's Customer Operations team. The main responsibilities include driving revenue, meeting SLAs, and maintaining quality standards for the customer base. The ideal candidate is someone who is analytical, empathetic, and outcome-focused, with a track record of managing customers and building long-term relationships. This role involves a blend of operations and customer management, making it a unique and exciting opportunity at the heart of Scale's operations.

• Build and drive critical operational processes such as 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, addressing questions and 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
• Have 3-5 years of work experience, preferably in consulting or technical program management
• Possess a technical background and familiarity with CS, Economics, Statistics, or Engineering
• Demonstrate a track record in B2B client-facing roles and expanding client relationships
• Understand the Scale API and build strong relationships with technical customers
• Have cross-functional experience and collaborative ability
• Possess excellent verbal and written communication skills
• Utilize structured, analytics-driven problem-solving approaches
• Demonstrate diligence and organization across multiple work streams
• Have an action-oriented mindset with a focus on delivering results
• Have analytical, planning, and process improvement capabilities
• Nice to have: prior experience at an API technology company or managing technical customers using an API
• Nice to have: experience with reading SQL or another database language

• 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

• Competitive salary and compensation package
• Opportunity to work at a Big 3 Consulting Firm
• Technical background in CS, Economics, Statistics, or Engineering
• B2B client facing roles and expanding client relationships
• Ability to understand and work with Scale API
• Cross-functional experience and collaborative ability
• Excellent verbal and written communication skills
• Structured, analytics-driven problem solving
• Diligence and organization across multiple work streams
• Action-oriented mindset with a focus on delivering results
• Analytical, planning, and process improvement capability
• Nice to have: Prior experience at an API technology company and/or managing technical customers using an API
• Nice to have: Experience with reading SQL and/or another database language
• Inclusive and equal opportunity workplace
• Commitment to working with and providing reasonable accommodations to applicants with disabilities