About the Role

The Client Service Lead will focus on building successful internal relationships by establishing a close and commutative partnership with the client Engagement Manager. Establish yourself as our product's trusted expert, leveraging industry knowledge and mentoring your support team. You must take pride in forming and maintaining relationships, connecting with your client's Engagement Manager, and training your Service Delivery reps.

As a Client Service Lead, you will accompany your client's Engagement Manager throughout the product lifecycle, client training, and feature and application updates. You will collectively work to onboard your clients, ensuring well-supported and successful go-lives. You will mentor and supervise your team's work to provide the highest level of support. You will attend demos and learn new or developing features and understand the client's MasterMind product adoption.

Responsibilities

• Work collaboratively with the engagement manager and internal stakeholders through all phases of the client relationship: engagement, onboarding, implementation, support, & operations.
• Maintain alignment of the process for support and management.
• Utilize knowledge of the client to develop reporting and metrics to share with your engagement manager.
• Understand how the product works vs. how it should work if issues are identified.
• POC for determining the scope of impact on the client and working with other CSLs to identify the scope of impact in other environments.
• Understanding of reported issues and the impact on client's live business
• Mentor Service Delivery reps that support your client and ensure reported issues are actively worked
• Manage day-to-day tasks and communication with internal stakeholders.
• Drive the resolution of issues through problem-solving, identification of necessary resources, and escalation.

Requirements

• Experience with a TMS or multiple TMS platforms required
• Software delivery support a plus
• Self-starter and ability to work independently
• Excellent teamwork and communication skills
• Highly motivated with the ability to learn all facets of our clients and Mastery software functionality
• Strong detail orientation, organization, and time management abilities
• Minimum three years of industry experience

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.