Engagement Manager
Gallatin
ABOUT GALLATIN At Gallatin, we are rebuilding logistics infrastructure for the national security missions of the United States and allied partners. We build AI systems that determine how logistics decisions are made — not just how they're executed. From factory to foxhole, we operate at the layer where data becomes decisions, and decisions make the advantage. ABOUT THE ROLE We’re looking for an Engagement Manager within our Delivery Team to play a foundational role in enabling our customer base to realize their success and ensure that they become passionate, lifelong partners. As a member of our Delivery team, you own the account plan, care for our customers and ensure an incredible customer experience. You are the ultimate all-rounder, a hybrid Customer Success and Technical Project Manager, leading 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. WHAT YOU'LL DO - Customer Success - Oversee on-boarding and successful implementation for your accounts - Manage customer relationships from the executive to the end user - Work directly with customer's engineering teams and end users, answering questions and addressing issues with use of our products and solutions - Leadership and Project Management - 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 - Identify and execute on opportunities to improve delivery motion - Manage the long-term health of the customer base by identifying and preempting areas of risk or concern - Strategically identify ways we can make customer success repeatable and solve issues for future customers WHAT WE’RE LOOKING FOR - Eligible for or have an active Top Secret Clearance - Minimum 6 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) - Prior experience in logistics or sustainment operations - A proven track record in B2B client facing roles and expanding client relationships - A basic understanding of software development - Advanced cross-functional experience and collaborative ability - Expert verbal and written communications - A track record of structured, analytics-driven problem solving - A history of diligence and organization across multiple work streams - Willingness to travel at least 50% of the time BONUS POINTS - Prior experience at an API technology company and / or managing technical customers using an API - Prior experience delivering technical solutions to government customers MISSION AND IDENTITY We are building the system that enables faster, smarter logistics decisions in contested environments, and we're doing it with a team of seasoned entrepreneurs, operators, and technologists who have built and scaled solutions in this space before. We hold ourselves to an extremely high standard. We value clear thinking, direct communication, and the kind of ownership that doesn't stop until something actually works. Our mission is to create decision advantage when the stakes are the highest. If we