Engagement Specialist

About Mastery Logistics Systems, Inc

Mastery Logistics Systems is revolutionizing the transportation and supply chain industry with Mastermind, the world’s first lovable Transportation Management System (TMS). We empower large transportation companies and shippers with a single platform to manage diverse operations, enabling flexibility, visibility, control, and efficiency.

Our team is a diverse and collaborative group committed to solving big challenges with innovation and creativity. We’re building a system that helps the transportation industry work smarter and more efficiently while making meaningful impacts on the global economy.

Join us in our mission to create something extraordinary—let’s build a masterpiece!

About The Role

As an Engagement Specialist, you will serve as the primary point of contact for our clients, ensuring their long-term success and satisfaction. You’ll be responsible for managing the post-onboarding relationship, identifying opportunities for growth, and proactively addressing client needs to drive retention. By acting as a strategic partner, the Engagement Specialist bridges the gap between client goals and our service offerings, maintaining high levels of communication and delivering measurable value throughout the customer lifecycle.

Responsibilities

Client Relationship Management:

• Supports Client Implementation and Relationship Management under the direction of the Engagement Manager.
• Assists with MM Demo material preparation along with Engineering Leads & Managers.
• Understands client objectives, challenges, and business processes, and assists in the execution of strategic recommendations to optimize their transportation operations & improve end user experience.
• Assists with training & adoption of MM with Product Adoption, Engineering Leadership & Management.
• Assists with improving Client End User Sentiment via collaboration with engagement & client leaders
• Owns / Assists Engagement Lead with ongoing release & feature management.
• Follows the enablement strategy & intent for new or updated solutions.
• Assists with minion configurations and enablement requests
• Owns delivery of low impact digest & release notes to client
• Owns UAT validation for anticipated new feature releases
• Owns bug and defect fix validation post-deployment
• Assists with EDI error messaging after initial triage is completed by app support.
• Monitor MMS tickets to ensure they are updated in a timely manner & assist with fix validation.

Go-Live Readiness & Hypercare

• Support IMPL team with validation of business workflows ahead of go-live
• Assists with smoke testing as client implementations go live
• Participate in champion or manager training sessions for end user FAQ visibility, support in managing the chat during training sessions and troubleshooting any issues that come up
• Assists IMPL & Team Fusion for Carrier/Customer EDI testing plan & execution
• Assists IMPL team with any major bug or defect fix validation prior to go-live

Qualifications

• Bachelor’s degree in business, logistics, supply chain management, or equivalent practical experience
• 1–2+ years of experience in transportation, logistics, SaaS support, customer success, or a related operational role
• Strong communication and interpersonal skills with the ability to build and maintain client relationships
• Ability to learn new systems quickly; experience with TMS or similar operational platforms is a plus
• Customer-focused mindset with a passion for delivering high-quality service
• Strong problem-solving and analytical skills with the ability to navigate complex issues and identify solutions
• Ability to collaborate across teams, including Product, Engineering, and Implementation, while managing multiple priorities with attention to detail

Key skills/competency

• Client Relationship Management
• Logistics
• Supply Chain Management
• SaaS Support
• Customer Success
• Transportation Management System (TMS)
• Problem-Solving
• Analytical Skills
• Communication Skills
• Collaboration