Engagement Specialist

Mastery Logistics Systems • Lake Forest, IL

9d • $70,000 - $90,000

About The Position

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.

Requirements

• 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

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

Benefits

• Innovative & Impactful Work – Be part of a company that is transforming the logistics industry with cutting-edge technology.
• Growth & Career Development – Join a fast-growing company with opportunities for professional advancement.
• Competitive Compensation – Base salary plus uncapped commission and performance-based incentives.
• Strong Company Culture – Work with a collaborative, driven, and passionate team that values innovation and excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level