Ever Wondered What Your Account Manager Can Do for You?
At Engineius, our Account Managers play a vital role in making vehicle movements simple, seamless, and stress-free. From onboarding new customers to offering ongoing support and sharing insights that help optimise operations, they ensure every partnership runs smoothly from start to finish.
We caught up with Reiss Kailla, one of our experienced and supportive Account Managers, to learn more about what the role involves, how he supports customers day to day, and his top tips for getting the most out of the Engineius portal.
Here’s what he shared 👇
What’s your usual process when working with customers?
At Engineius, Account Managers are involved from the very beginning of a customer’s journey. We help set up and implement new accounts on our portal, ensuring everything runs smoothly from day one.
From there, my goal is to make sure customers know they can reach out at any point in our partnership. We want their experience to be as hassle-free as possible.
Delivering exceptional customer service is a core part of what we do. As Account Managers, we’re always available to assist with any queries or escalations that go beyond the day-to-day operations team. Staying connected is essential, so I arrange regular catch-ups, weekly, monthly, or quarterly to review performance, share updates, and discuss upcoming plans. These ongoing conversations help us build strong, collaborative relationships and keep everything moving in the right direction.
What’s one feature or process customers often overlook that could make their lives easier?
A key feature that’s sometimes underused is our live tracking. Customers who start using it regularly quickly see the benefits, it brings a whole new level of transparency to their operations.
Through the Engineius portal, customers can track vehicle movements in real time. Even better, they can share live tracking links with their own end customers, allowing them to follow progress directly. This small feature saves valuable time and reduces the need for calls chasing ETAs or driver locations. It’s a simple tool that has a big impact on efficiency and customer satisfaction.
What are some practical tips for getting the most out of the Engineius portal?
Simply put, give it a go!
The Engineius portal is designed to make our customers’ lives easier, but because many use it alongside other internal systems, not everyone explores its full potential. Those who do tend to become confident users quickly and get much more value from it.
And of course, no one’s left to figure it out alone. Account Managers are always available to walk customers through the portal, answer questions, or provide a quick demo whenever needed.
How do you help customers identify inefficiencies in their current process?
Every customer’s operation is different, so understanding their unique challenges is crucial. While some reach out directly to highlight issues, we often identify opportunities for improvement during regular reviews and catch-ups.
These discussions are invaluable, they let us dive deeper into customers’ vehicle movement needs, spot potential bottlenecks, and suggest ways to make things run more smoothly.
Regular communication is what builds lasting relationships. It helps us stay aligned with our customers’ goals while sharing updates on how our services are evolving. As Engineius continues to adapt and grow, keeping customers informed about improvements that can benefit them is a key part of how we add value as a logistics partner.
What does a “great partnership” with a customer look like to you?
For me, a great partnership is built on mutual respect and understanding. Our longest and strongest relationships come from a shared appreciation of each other’s operations, capabilities, and limits.
At Engineius, we’re dedicated to finding the best logistics solutions for our customers, but it’s equally important to set clear expectations from the start. When both sides understand what’s possible and why certain processes are in place, collaboration becomes much smoother.
When customers trust us with their priorities and we understand their challenges, everything falls into place. That’s when true partnership happens, and both teams can perform at their best.
How often should customers check in with their Account Manager to stay on track?
There’s no single answer, it really depends on the customer and their operations. Some prefer short weekly calls; others opt for monthly or quarterly reviews. The key is finding what works best for them.
Sometimes customers are set up for monthly check-ins and performance reviews, but if we’re supporting a short-term project, we’ll switch to more frequent weekly calls to keep things running smoothly.
Our approach is always tailored, the goal is to provide the right level of support, communication, and partnership for each customer, exactly when they need it most.