Technical Engagement Manager

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. 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
• 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
• Preferred Qualifications
• 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
• 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.