Technical Engagement Manager

Irth Solutions

15d

About The Position

Join Irth’s 811spotter team to help contractors adopt modern tools that improve efficiency, reduce risk, and keep projects moving. The Field Enablement & Customer Experience Specialist supports customers through onboarding, implementation, training, and early adoption of 811spotter’s contractor solutions. This role is ideal for someone who understands excavation workflows, ticket management, and the day-to-day operations of commercial construction. You will translate real-world field experience into clear onboarding steps, customer guidance, and practical workflows that help customers get value quickly. You will support both office and field personnel, helping them understand how to incorporate 811spotter into their existing processes. The ideal candidate can work independently, communicate clearly, and guide customers through new ways of working. You will partner closely with Customer Success, Support, and Product teams to ensure customers are set up for success.

Requirements

Experience in commercial excavation, underground utilities, construction management, or related field
Familiarity with 811 ticket workflows and coordination processes
Strong communication skills with the ability to train both office and field teams
Ability to quickly learn new software tools and explain them in practical terms
Strong organizational, planning, and problem-solving skills
Able to operate independently and make sound decisions based on field context
Ability to document workflows and translate them into clear customer instructions
Comfortable working with cross-functional teams
Customer-facing experience preferred
Safety awareness and understanding of construction best practices
High attention to detail and ability to manage multiple customer onboarding efforts
Strong independent decision-making, organizational, planning and problem-solving skills
Strong technical acumen and understanding of software development practice and procedures.
The ability to identify areas for improvement
A self-starter with demonstrated commercial acumen
Excellent written and verbal communication skills
Strong organizational skills
Ability to specify technical changes to technical/development teams
Bachelor’s Degree in a related field preferred and 3 years of relevant experience, or 5-7 years’ experience in lieu of a degree.
Direct customer-facing and implementation delivery experience.
Ability to quickly learn new concepts and technologies and convert them into customer solutions.
Excellent oral and written communication skills.
Possess the ability to motivate and maintain effective working relationships.
Ability to rely on experience and judgment to plan and accomplish goals.
Experience managing others including contractors and suppliers.

Nice To Haves

Experience with construction technology, project management tools, or mobile field applications
Previous customer training or workflow development experience
Experience leading crews, coordinating jobs, or supervising field operations
Familiarity with 811spotter or other ticket management systems

Responsibilities

Lead the onboarding and implementation process for new contractor customers, ensuring a smooth transition into 811spotter
Train office staff, field crews, and supervisors on how to use 811spotter tools effectively
Translate customer workflows into recommended practices within the product
Support customers in designing or improving their 811 ticket workflows
Document customer processes and create practical training materials such as job aids, process maps, and quick-start guides
Serve as a subject-matter resource for excavation workflows, ticket operations, and field coordination
Capture customer feedback and share insights with internal teams to enhance product usability and field alignment
Maintain accurate records of customer communication, progress, and onboarding status
Work cross-functionally with Product and Support teams to clarify customer needs and coordinate next steps
Provide ongoing guidance to customers during early adoption to reinforce workflow consistency
Assist with user acceptance testing for customer-facing improvements or updates
Perform other duties as assigned