About the Role
The Sr. Engagement Manager is responsible for building and managing strong and lasting relationships with our clients. They will oversee teams that support both live business and ongoing MasterMind implementation projects. Utilizing their industry and product knowledge, they will address client issues and problems, and ultimately drive the value and satisfaction of our clients.
Responsibilities
- Main point of contact for client internally and externally
- Align MasterMind solution with client needs, goals, and business processes
- Work collaboratively with clients and internal stakeholders through all phases of the client relationship: engagement, onboarding, implementation, support, & operations
- Drive product value, adoption, and user experience through onsite and virtual interactions with clients
- Manage client experience through relationship building, product expertise, and problem solving
- Actively identify ways to improve client satisfaction
- Utilize industry experience & product expertise to guide Mastery clients through implementation critical activities, tasks, processes, and solutions
- Communicate project status to internal and external stakeholders as needed
- Drive the resolution of issues through problem solving, identification of necessary resources, and escalation
- Manage customer expectations and relationships through formal and informal communication
- Deliver quarterly business reviews that address live business and ongoing MasterMind implementation projects
- Represent the Mastery brand & values during all client interactions
Requirements
- 5+ years of transportation experience required
- 3+ years of direct people management required
- Client discovery and planning experience preferred
- 3+ years in a client-facing role required
- Ability to manage multiple stakeholders across different departments and companies
- Unwavering commitment to customer service and helping our customers succeed
- Project management experience a plus
- Proven experience building & managing relationships
- Background in sales and/or customer service
- Proven experience in software implementation
- Strong organizational and multi-tasking skills
- Proven critical thinking skills
- Excellent teamwork and communication skills
- Highly motivated with the ability to learn all facets of the logistics industry and Mastery software functionality
- Experience with multiple TMS platforms a plus
- Ability to travel
Functional Tasks:
- Manage the client relationship- you are the client owner
- Spearhead kickoff and all subsequent onsite meetings
- QBRs
- Long range planning with product owner
- Prioritizing customer commitments and needs
- Once commitments are aligned and approved internally, owns communication back to client
- Coaching and mentoring your team
- Facilitating demos to existing clients
- Functional client solutions conversations
- Gap analysis and solutioning alongside product owner
- Scope Change Communication (both internal and external) once confirmed internally w/ project team
- Triage and manage all client escalations
- Flow review sign off with client
- Feature and workflow enhancement prioritization
About Mastery
Mastery Logistics Systems is building the world’s first lovable Transportation Management System, or TMS.Our customers – large transportation companies and shippers who need those companies – have struggled with systems that are outdated or inadequate. As shippers or transportation service providers, our customers have in the past been forced to use multiple systems to manage dedicated fleet operations, outsourced or insourced trans management, one way trucking, truckload brokerage, LTL, and Intermodal, or to sub-optimize one or more of those functions by attempting to fit it into a TMS that is adequate at another function.Mastermind TMS allows our customers to bring all of these functions into a single platform, providing flexibility, visibility, control, and efficiency.
Today’s unprecedented global supply chain upheavals underscore how important the transportation industry is. We are building a system to allow this industry to work faster, smarter and more efficiently.The challenges in this industry are big and exciting! We are tackling everything from fast and efficient data input to ingesting large amounts of data and applying AI to looking at blockchain to securely digitize paperwork. If you are passionate about humanizing an industry, automating in innovative ways, building for quality and scale, helping make people's lives easier and touching every part of our economy then this is the place for you.Mastery Logistics Systems is committed to continuing to build an incredible company. We are a masterful mosaic of incredible people. We are specialists and experienced in our respective fields. We are dedicated to continuous improvement both professionally and personally. We are a collective group of really good people. We have different interests, backgrounds & talents and we work together to create really cool stuff! We believe in diversity of thought and are mindful and inclusive. We have deep respect for each other and work diligently at adding the right people to our teams.We have flexible schedules but share in the mission that we are building and need to get it done. We offer an excellent suite of benefits.Our team has the domain knowledge and connections to make an impact, and we’re looking for experienced and thoughtful people to who thrive on creating and building great products. We want people who have a true passion for servicing and taking care of our customers. We need people who are flexible problem solvers, thrive on collaboration and consistently know how to communicate their solutions well. We are small and nimble – which is evident in how quickly we could pivot to our new reality. Each member of the team can make a tremendous impact both technically and culturally. While a start-up, we are well-funded, have an initial paying customer with which to test and launch, and are founded by top experts and veterans in the logistics industry.Join us – you’ll love it – let’s build a masterpiece!
Benefits
Mastery takes great pride in providing our employees a robust and highly competitive benefit package. Our benefits include Medical, Dental and Vision insurance, company paid Life insurance for 1x salary, Legal, AD&D, Additional Life and other employee assistance benefits. We have a 401k savings plan with a 4% match. We provide opportunities for professional growth and development. We have a manage your life and schedule Paid Time Off program. We are fully devoted to finding creative perks and benefits since we cannot currently enjoy our cool office culture.
Our philanthropic partner is St. Jude Children’s Research Hospital.We are an equal opportunity employer and actively seek a diverse community of professionals.
