Customer Success Specialist

Customer Enablement and Training

Deliver tailored training sessions on Genie 360 DCX tools, portals and apps including but not limited to Self-Quote and Ordering, Serial Hub, Genie Assist, MyMachines, and LXP. Guide users through AI-powered self-service workflows such as parts identification, troubleshooting, and predictive maintenance. Provide interactive tutorials, audiovisual guides, and real-time support during onboarding.

Adoption Acceleration

Act as a change agent to increase the velocity of technology adoption across strategic accounts. Monitor usage metrics (e.g., Calls vs Clicks, % of self-serve events) and identify areas for improvement. Collaborate with customer stakeholders to embed digital workflows into daily operations.

Feedback and Continuous Improvement

Collect and analyze user feedback to refine training materials and improve platform usability. Provide feedback to TechPubs to fill gaps and inconsistencies in manuals and to provide accurate customer-facing information or AI guidance. Partner with IT, product, and support teams to relay insights and contribute to roadmap evolution.

Digital Advocacy

Champion the benefits of Genie’s digital solutions, emphasizing cost savings, reducing downtime, and minimizing TCO enhance productivity. Promote a culture of digital self-sufficiency and proactive support.

What You’ll Bring

Education / Qualifications: High School Diploma or Equivalent (Associates degree a plus) with a solid Commercial, Digital or Technical competency.

Skills: In-depth understanding of portals, AI-driven support tools, remote diagnostics, and self-service platforms. Excellent communication and presentation skills; ability to simplify complex technologies. Willingness to travel to customer sites and adapt to diverse operational environments.

Preferred Previous Experience: Proven experience in customer-facing training, enablement, or digital transformation roles. Familiarity with Genie 360 DCX or similar digital solutions platforms is a plus.

Salary

The salary range for this position is $75,000 - $85,000 USD. The salary range may be higher or lower depending on the applicants location. In addition to base salary, this position is eligible for a performance bonus.

Why Join Us

We are a global company, and our culture is defined by our Values Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Safety is an absolute way of life. We expect all team members to prioritize safety and commit to Zero Harm. Our top priority is creating an inclusive environment where every team member feels safe, supported, and valued. We make a positive impact by providing innovative solutions, engaging our people, and operating in a sustainable way. We are committed to helping team members reach their full potential. Through innovation and collaboration, our vision remains forward-looking, and we aim to be a catalyst for change, inspiring others to build a better world for generations.

We offer competitive salaries, health insurance (medical, dental, vision, Rx), life insurance, accidental death and dismemberment (ADandD), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.