About the job
Become a key member of the 811spotter team at Irth Solutions, where you will empower contractors to leverage innovative tools that enhance operational efficiency, mitigate risks, and ensure seamless project progression. As a Technical Engagement Manager, your primary focus will be on guiding customers through onboarding, implementation, training, and the initial adoption of our cutting-edge contractor solutions.
This position is perfect for professionals with a deep understanding of excavation workflows, ticket management, and the everyday operations in commercial construction. You will be responsible for translating on-the-ground field knowledge into precise onboarding protocols, valuable customer guidance, and effective workflows that enable clients to realize benefits rapidly. Your support will extend to both office and field teams, assisting them in integrating 811spotter into their current methodologies.
The ideal candidate is a self-starter with excellent communication skills and the ability to lead customers through transformative ways of working. You will collaborate closely with the Customer Success, Support, and Product teams to ensure our clients are effectively set up for success.
Key Responsibilities
- Oversee the onboarding and implementation journey for new contractor customers, ensuring a seamless transition into 811spotter.
- Educate office personnel, field crews, and supervisors on the effective utilization of 811spotter tools.
- Transform customer workflows into best practices to be followed within the product.
- Assist customers in designing or enhancing their 811 ticket workflows.
- Document customer processes and develop practical training materials, including job aids, process maps, and quick-start guides.
- Act as a subject matter expert in excavation workflows, ticket operations, and field coordination.
- Gather customer feedback and relay insights to internal teams for product improvement and field alignment.
- Maintain accurate records of customer interactions, progress, and onboarding status.
- Collaborate cross-functionally with Product and Support teams to clarify customer needs and coordinate next steps.
- Provide ongoing support to customers during early adoption to ensure workflow consistency.
- Assist in user acceptance testing for enhancements or updates visible to customers.
- Perform additional duties as required.
Qualifications
- Prior experience in commercial excavation, underground utilities, construction management, or a related field.
- Familiarity with 811 ticket workflows and coordination procedures.
- Exceptional communication abilities, capable of training both office and field teams.
- Proficient in quickly learning new software tools and articulating their use in practical terms.
- Strong organizational, planning, and problem-solving skills.
- Able to work independently and make informed decisions based on field context.
- Skilled in documenting workflows and transforming them into clear customer instructions.
- Comfortable working with diverse teams and adapting to changing environments.