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 the flexibility and capabilities of their JSI solutions
- Maintaining current knowledge of 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 are achieving their desired outcomes. You will help communicate ROI to customers and end users to ensure they are gaining value from their JSI solutions and increasing usage of features. This position is essential to driving product adoption, maximizing value, and communicating outcomes to customers.
Although this role does not manage the overall customer relationship, it plays a critical part in delivering a world-class customer experience, supporting outcomes, and contributing to account renewal. By enabling customers, you also help reduce overall operational costs for JSI.
This role supports two major areas:
Analysis and
Enablement.
Analysis ResponsibilitiesActivities focused 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 all customer information gathered during engagements
- Contributing to the creation of 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:
- Creating learning content such as training courses, eLearning modules, micro-learning, case scenarios, tips, and hands-on exercises
- Validating content to ensure relevance and accuracy, addressing needed fixes, and identifying gaps for supplemental content
Deliver:
- Coordinating and delivering training events at JSI facilities or customer sites
Mentor:
- Guiding new customers on best practices for using their JSI solutions based on their business needs, outcomes, and user base
- Helping existing customers maximize use of their deployed systems and increasing awareness of additional JSI features or solutions
- Conducting regular check-ins to monitor product usage, adoption, 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 be from law enforcement, the military, or the intelligence community
- Professional Spanish language fluency
- Excellent communication, organizational, and facilitation skills
- US citizenship required
- Top Secret clearance preferred; minimum Secret clearance required, with the ability to maintain eligibility
- Ability to qualify for customer site access
- Ability to travel frequently, sometimes with short notice
Preferred Qualifications- Experience training individuals and small groups with varied skillsets and intelligence backgrounds
- Familiarity with lawful intercept collection practices and intelligence cycles
- Experience writing or updating procedural documentation
- Working knowledge of the 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 and commitment to providing 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. 
