Strategic Product Manager, Public Sector

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, triaging customer issues and support, using data and analytics to align internal resources around a successful customer experience, while also being the main contact and advocate for customers' senior executives, mission and engineering teams. All of this serves an ultimate goal of delivering outsize value in supporting our Federal customer’s AI/ML objectives.  

Your natural inclination is to dive into both technology and organizational processes to craft effective solutions and gain efficiencies. You are a hybrid TPM and Account Executive, biased towards 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 customers to renewal and supporting sales teams managing upsells. And you are naturally empathetic, have high EQ, and excel at building long-term relationships through diligent problem solving, domain competence, and thoughtful, strategic discussions.

You will:

• Manage customer relationships from the executive to the end user
• Oversee on-boarding and successful implementation for all designated new accounts
• 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
• Help Shape both products at Scale and how key customers use them
• 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
• Have an active TS/SCI clearance

Ideally you'd have:

• Minimum 5 years of work experience, with experience in a customer-facing technical program management role in industry, professional services engagement management or in government
• 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
• An ability to navigate nebulous scenarios without strong guidance
• A willingness to understand and address engineering problems alongside the Product Development Teams
• A basic understanding of the ML Operations process
• Excellent verbal and written communications
• A track record of structured, analytics-driven problem solving
• Willingness to travel at least 30% of the time 

Nice to haves:

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

The base salary range for this full-time position in our Washington, DC location is $164,800 - $206,000. Compensation packages at Scale 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. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Scale employees are also granted Stock Options that are awarded upon board of director approval. You’ll also receive benefits including, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits, a learning and development stipend, and generous PTO. Additionally, this role may be eligible for additional benefits such as a commuter stipend.