Engagement Manager

Gallatin•Washington, DC

3d•$160,000 - $180,000•Hybrid

About The Position

We’re hiring an Engagement Manager on our Delivery Team to play a foundational role in helping our customers achieve success and become passionate, lifelong partners. As a member of our Delivery team, you’ll own the account plan, care for our customers, and ensure an exceptional customer experience. You're the ultimate all-rounder: a hybrid Customer Success and Technical Project Manager who leads a cross-functional team to deliver value. 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 customer’s AI/ML objectives. You 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 managing upsells. And you are naturally empathetic and excel at building long-term relationships through diligent problem solving and thoughtful, strategic discussions.

Requirements

Active Top Secret clearance, or eligibility to obtain one.
At least 6 years of work experience, including a customer-facing technical program management role in industry, professional services, engagement management, or government.
A technical background (education or professional experience in CS, Economics, Statistics, or Engineering).
Prior experience in logistics or sustainment operations.
A proven track record in B2B client-facing roles and growing client relationships.
A basic understanding of software development.
Strong cross-functional experience and collaboration skills.
Excellent verbal and written communication.
A track record of structured, analytics-driven problem solving.
A history of diligence and organization across multiple workstreams.
Willingness to travel at least 50% of the time.
U.S. citizenship is a requirement for all positions at Gallatin.

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

Responsibilities

Oversee onboarding and successful implementation for your accounts.
Manage customer relationships from executives to end users.
Work directly with customers’ engineering teams and end users to answer questions and resolve issues with our products and solutions.
Develop a plan to deliver all project work above expectation, within budget/margin and ahead of schedule.
Lead a cross-functional project team to exceed the customer’s AI/ML objectives (indirect supervision).
Grow our opportunities and business
Manage the long-term health of the customer base by identifying and getting ahead of risks and concerns.
Identify and act on opportunities to improve our delivery motion.
Find strategic ways to make customer success repeatable and solve problems for future customers.