Engagement Manager - Hawaii

The Engagement Manager at Scale is responsible for ensuring exceptional customer experiences for Public Sector clients by managing relationships, overseeing onboarding processes, and leading teams to achieve AI/ML objectives. You'll also engage in strategic discussions with customers, advocate for their needs, and identify repeatable solutions to enhance customer success.

To qualify for the Engagement Manager role at Scale, candidates should have a technical background, ideally in fields like computer science or engineering, along with at least 3 years of experience in customer-facing roles. An active Top Secret security clearance is required, as is a solid understanding of ML Operations processes and great communication skills.

Scale invests in its Engagement Managers by providing comprehensive benefits, including health, dental, and vision coverage, a generous PTO policy, and opportunities for professional development. Our team also functions collaboratively to ensure that each Manager has the support they need to succeed with clients.

The Engagement Manager position at Scale requires a willingness to travel at least 25% of the time. This travel is essential for building relationships and effectively managing customer engagements in the Public Sector, ensuring needs are met seamlessly.

The application process for the Engagement Manager position at Scale includes a thorough evaluation of your experience and skills. Post-application, you can expect interviews focusing on technical competencies, customer success strategies, and scenario-based assessments to gauge your problem-solving capabilities.

In answering this question, focus on specific instances where you've successfully managed relationships, detailing how you navigated challenges, ensured client satisfaction, and contributed to long-term partnerships. Include metrics if available to showcase your success.

Discuss your structured onboarding process, emphasizing communication, training, and support. Highlight a particular success story that illustrates how your onboarding strategy led to a positive customer experience.

Share your methodology for risk assessment, including data analysis and customer feedback. Provide examples of how you've proactively addressed these risks ahead of time, preserving customer relationships and driving success.

Explain your approach to cross-functional collaboration, detailing how you communicate client goals to different teams and ensure that everyone's efforts are directed towards common objectives.

Provide a concrete example that illustrates your advocacy skills, focusing on how you identified client challenges, collaborated with internal teams, and ultimately delivered solutions that benefited the customer.

Discuss how you leverage data analytics to inform decision-making and solve problems, emphasizing any tools or frameworks you utilize to gather insights and drive improvements.

Share a specific scenario where you turned around a negative client experience, detailing your approach to listening, understanding their concerns, and implementing actions that restored their satisfaction.

Highlight your organizational methods, such as prioritization techniques, use of project management tools, and regular communication with clients to stay updated on progress and needs.

Discuss your commitment to continuous learning by engaging with industry publications, attending webinars, and participating in networking events, ensuring you're knowledgeable about the latest advancements that relate to customer industries.

Emphasize the importance of trust, consistent communication, and delivering value. Provide examples of how you've built such relationships in past roles and the impact they had on your success.