Customer Enablement & Technical Training Specialist

JSI Overview Founded in 1979, JSI is privately held with headquarters in Ottawa, Canada, and offices in Washington DC, Frankfurt, and Sydney. With customers in over 30 countries, across six continents, JSI's software is used to expand awareness, surface patterns, and simplify data complexity in support of mission-critical operations. With a reputation for innovation—from setting the standard for lawful digital intelligence to today's multi-source investigative environment, JSI has been helping protect what matters for over 40 years. JSI USA is seeking a Customer Enablement Specialist/ Technical Trainer for our Chantilly, Virginia office. The position enables the applicant to leverage Spanish language skills to support our global customer footprint. This role offers the opportunity to build upon existing technical and/or analytic skillsets while applying technological advancements in digital intelligence and AI. We offer a relaxed, casual environment where you will enjoy a personal team atmosphere in which open communications and design discussions are encouraged. Our rewarding and stimulating environment has resulted in an outstanding employee retention rate, well above the industry standard. Position Summary The Customer Enablement Specialist / Trainer is responsible for: Providing product training to customers Continuing to work directly with the customer, often at their location, to educate and enable them on the flexibility and capabilities of their JSI solutions to achieve key business outcomes Keeping current on JSI product knowledge to incorporate in trainings and customer interactions From initial customer training through regular "check-ins" with the Project Manager, this role ensures customers are driving their required outcomes. Communicate ROI to customers and end users to ensure they are generating value from their JSI solutions and increasing their usage of the solution (more features and more frequency). This role is key in ensuring increased product usage and adoption by our customer base, as well as in communicating outcome value from our solutions. While this role is not responsible for the overall relationship with the customer, you will play a key role in ensuring a world-class customer experience while driving customer outcomes, product adoption and account renewal. At the same time, by supporting our customers you are reducing overall operational costs for JSI. The two major areas this position supports are Analysis and Enablement. Analysis Involves a variety of activities focused on understanding customer outcomes, as well as associated workflows and deployment-based support. Examples of these activities include the following: Assist in running customer workshops for workflow configuration, outcomes understanding, user role definitions. Ensure all information received from the customer during any type of engagement is documented and communicated to other resources in the customer lifecycle Contribute to the creation of customer workflows and standard operating procedures Develop, in conjunction with the customer, and customer account team, a Customer Success Plan that drives customer outcomes as well as JSI solution usage and account renewal Enablement Involves a variety of activities focused on customer enablement and outcomes, as well as role-based learning. Examples of these activities include the following: Develop Create content - contribute to learning content creation including training courses, eLearning courses, micro-learning, case scenarios, Tips and hands-on exercises Validate content - ensure all learning content is relevant and reflective of the latest release, help fix content where required, identify gaps requiring supplementary content to provide an excellent customer experience Deliver Coordinate and deliver training events at JSI facilities or customer site to our audiences. Mentor Help new customers plan and understand the best ways to utilize their JSI solutions based on the customer's business needs, associated outcomes, as well as their user base Help ensure existing customers use their currently deployed system to fullest and bring awareness to other JSI features, products, solutions that would help them achieve key business outcomes Regular check-ins with customers on their product usage, adoption rate, and ongoing evolution of their associated processes Required Qualifications Bachelor's degree; or equivalent experience plus a minimum of 8 years of relevant experience; or Master's degree plus a minimum of 6 years of relevant experience. Relevant experience must be from Iaw enforcement, military, or intelligence community Professional Spanish language fluency Excellent communication, organizational and facilitation skills US Citizenship required. Top Secret clearance preferred, minimum Secret Clearance required; must maintain clearance eligibility Must be able to qualify for customer site access Must be available to travel frequently, and at times with short notice Preferred Qualifications Strong background and firsthand experience training individuals and small groups with a wide range of skillsets, capabilities, and intelligence backgrounds Familiarity with lawful intercept collection practices and related intelligence cycles Experience in writing or updating procedural documentation is an asset Familiarity with lawful intercept collection practices and related intelligence cycles Working knowledge of JSI product base Ability to communicate basic Sales messaging, including basic demo capability Personal Attributes Self-motivated and capable of juggling many priorities Strong customer focus and passion for providing an excellent Customer Experience Comfortable with conflict and the skills to diffuse it Strong analytical and problem-solving skills with a high attention to detail Work Conditions Able to travel regularly (40%) Occasional evening and weekend work to meet deadlines All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran.

Job Type:

Full-time Benefits:

401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Parental leave Professional development assistance Vision insurance

Work Location:

Hybrid remote in Chantilly, VA 20151