Engagement Manager
About Gallatin
At Gallatin, we are rebuilding defense logistics for the warfighters of the United States and allied forces. We take an AI-first approach to improve defense readiness through software products that streamline and modernize logistics operations from factory to foxhole and result in better decisions and outcomes.
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
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
Why Gallatin?
Join a mission-driven, high-impact, and fast-moving startup where your work directly improves defense logistics readiness for the warfighters of the United States and allied forces.
Work alongside a team of passionate customer success professionals, designers, and industry experts.
Competitive compensation including a generous options grant, opportunities for rapid career growth, unlimited PTO, a healthcare plan, 401k plan, and free lunches and snacks in the office.
This position requires the ability to obtain and maintain relevant security clearances. The successful candidate must be able to work in a classified environment when necessary.