Technical Engagement Manager (811 Spotter)

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