Engagement Manager
Chicago, IL

Job Description

Engagement Manager

Reports To: Director of Engagement Solutions

Location: Chicago, IL

Redwood Logistics is a privately held, strategically integrated logistics provider founded in 2001. Through our history weve listened to our customers needs and have created a family of companies that can solve their logistics and transportation challenges. See for yourself why The Chicago Tribune has named Redwood Logistics a Top Workplace for several years running!

Redwood Supply Chain Solutions, a subsidiary of Redwood Logistics, levels the playing field for our customers through logistics and supply chain solutions that will give them a competitive advantage in their market. We are a group of motivated, talented people who operate under proven processes utilizing sophisticated technologies to help our customers succeed.

Position Description:

The Engagement Manager is a senior resource within the Redwood Knowledge Services offering. This role acts as the voice of the customer within Redwood and the embedded advocate for best practices within the client organization. The successful Engagement Manager has the ability to understand the clients defined needs and translate those needs into technical configurations or operational process design.

The Engagement Manager is accountable for the successful delivery of each program or engagement and in doing so may perform some task execution such as system configuration, system administration, systems training and user-level support through each customer roll out.

This role is responsible for the gathering of client requirements, constructing each project SOW, documenting integration requirements, and overseeing the execution of the designed solutions technical implementation and delivery.

Responsibilities:

* Drive all new customer project discovery, solution design, program development, and end-state delivery activities
* Actively manage Redwood Knowledge Services accounts, ongoing engagements, and customer relationships
* Generate project SOW, build current and future state designs, and document all project functional requirements and user stories
* Design customer-specific solution with the support of Solutions Design team
* Leverage a deep relationship with customer contacts to identify additional areas of opportunity to enhance customer success and generate new Managed or Knowledge Services revenue
* Gather and translate documented requirements and processes to application configuration resources
* Performs some product configuration per the requirements defined
* Supervise and approve deliverables completed by the technical Delivery Team
* Act as a mentor to develop expertise of the greater Knowledge Services team and Redwood SCS as a whole
* Manage testing and quality assurance per the requirements defined
* Report internally and externally on project task statuses, project risks and challenges, and/or project revenue recognition
* Investigate and recommend solutions to customer concerns ensuring customer success
* Recommend, document, and execute new department protocol to better meet planned objectives
* Become a practitioner of Redwood Best Business Practices Implementation
* Provide technical expertise (i.e. application features, functionality, capabilities, data file requirements, database structure, data migration, etc.) on the project and supports the internal team during the life cycle of an implementation project
* Configure application and functionality based on documented requirements / configuration workbooks
* Communicate project issues that may impact the project success to appropriate stakeholders
* Work with other team members and client to coordinate deliverables
* Work with project team to resolve data, functional and/or application issues


* Act as a point of escalation for post-delivery support for existing configurations, and processes; advance support as indicated.

Qualifications:

* Bachelors degree in Business, Supply Chain, Computer Science or related field preferred
* 5+ years in Operations, Customer Service, Technology or other related role required
* 2+ years in any role within the transportation industry strongly preferred
* 2+ years of experience in a customer-facing Project Management role
* Minimum of 2 years in-depth experience working with MercuryGate TMS strongly preferred
* Act as a Project Manager to delegate tasks, manage performance, conduct gap analysis, and team build cross-functionally
* Excellent organizational abilities and project management skills
* Identify areas for process improvement
* A leader with superior verbal and written communication skills
* Comfort using and learning new technology
* Deep understanding or integration pattern design and methodologies a strong plus
* Critical thinker with proven analytical skills
* Advanced prioritization and time management skills
* Builds rapport quickly with the ability to work with different personalities
* Ability to adapt quickly to changing needs/timelines without loss of momentum
* Proven presentation or training experience
* Ability to travel up to 10%

Tools:

* Experience with integration technologies, understanding of various data formats such as XML/JSON, EDI, or hierarchal flat files , or an understanding of integration tools such as MuleSoft or the Altova suite of products a very strong plus but not required
* Basic understanding of Zendesk or relatable ticketing system
* Proficient in Mercury Gate, Excel, Mapforce, JIRA, Power Point, Confluence, and LucidChart

Rewards:

Redwood Logistics offers excellent benefits, including health, dental, vision, disability, 401(k) and life insurance, and a paid time off policy within a progressive, employee-centric culture.