02 Jul
Engagement Manager
Illinois, Chicago

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 solution’s technical implementation and delivery.
Responsibilities:
Drive all new customer project discovery, solution design, program development, and end-state delivery activitiesGenerate 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 resourcesPerforms 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 ImplementationProvide 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:
Bachelor’s 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
Excellent organizational abilities and proven project management skills
Strong communication and interpersonal skills
Comfort using and learning new technology
Deep understanding or integration pattern design and methodologies a strong plus
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
Proven analytical skills
Strong customer service skills
Ability to adapt quickly to changing needs/timelines without loss of momentum
Proven presentation or training experience
Proficiency with Microsoft Office, particularly Excel
Ability to travel up to 10%

1765 N Elston Ave, Suite 216

Chicago, Illinois, 60642

United States


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