Position SummaryThe Customer Enablement Specialist / Trainer is responsible for:
- Providing product training to customers
- Working directly with customers, often on-site, to educate and enable them to use their JSI solutions to achieve key business outcomes
- Staying current on JSI products and incorporating updates into training and customer interactions
From initial training through regular check-ins with the Project Manager, this role ensures customers achieve their desired outcomes. You will help communicate ROI to customers and end users, driving value generation and encouraging broader use of JSI solutions. The position is essential in supporting product adoption, increasing usage, and demonstrating outcome value.
While this role does not manage the overall customer relationship, you will play a key part in delivering a world-class customer experience, supporting adoption and renewal, and helping reduce operational costs for JSI.
This role supports two main areas:
Analysis and
Enablement.
Analysis ResponsibilitiesActivities that focus on understanding customer outcomes, workflows, and deployment-based support, including:
- Assisting with customer workshops for workflow configuration, outcome clarification, and user role definition
- Documenting and communicating customer information gathered during engagements
- Contributing to customer workflows and standard operating procedures
- Developing, with the customer and account team, a Customer Success Plan that drives outcomes, solution usage, and account renewal
Enablement ResponsibilitiesActivities focused on customer enablement, outcomes, and role-based learning.
Develop:
- Create learning content including training courses, eLearning modules, micro-learning, case scenarios, tips, and hands-on exercises
- Validate content to ensure accuracy and relevance, identify gaps, and recommend updates
Deliver:
- Coordinate and deliver training events at JSI locations or customer sites
Mentor:
- Guide new customers in best practices for using their JSI solutions based on business needs, outcomes, and user base
- Help existing customers optimize their deployed systems and increase awareness of additional JSI features or solutions
- Conduct regular check-ins to monitor product usage, adoption rates, and process evolution
Required Qualifications- Bachelor's degree; or equivalent experience plus a minimum of 8 years of relevant experience; or Master's degree plus 6 years of relevant experience. Relevant experience must come from law enforcement, the military, or the intelligence community
- Excellent communication, organizational, and facilitation skills
- US citizenship required
- Minimum Secret Clearance required; Top Secret preferred. Must maintain clearance eligibility
- Ability to qualify for customer site access
- Ability to travel frequently, sometimes with short notice
Preferred Qualifications- Strong background training individuals or small groups across varied skillsets and intelligence backgrounds
- Familiarity with lawful intercept collection practices and intelligence cycles
- Experience writing or updating procedural documentation
- Working knowledge of JSI product base
- Ability to communicate basic sales messaging, including delivering a basic demo
Personal Attributes- Self-motivated and able to manage multiple priorities
- Strong customer focus with a passion for delivering an excellent experience
- Comfortable navigating and resolving conflict
- Strong analytical and problem-solving skills with high attention to detail
Work Conditions- Regular travel (approximately 40 percent)
- Occasional evening and weekend work to meet deadlines
The anticipated salary range for this position is $115,000 - $170,000 annually. Actual compensation will be determined based on a variety of factors, including, but not limited to, the seniority level (intermediate or senior) at which the position is filled, education, relevant work experience, industry experience, technical skills, certifications, and internal equity.The posted salary range reflects the Company's good faith estimate at the time of posting and may be modified as business needs or market conditions change. Additional compensation in the form of discretionary bonuses may be available. 
