User Engagement Specialist

Responsibilities

Conduct Workflow Training: Execute tactical, 1-on-1 sessions to accelerate feature adoption and empower operators to operate autonomously using IROC's data tools.

Audit Workflows: Conduct structured interviews to identify friction points and provide features, tools, and dashboards to solve and improve daily operations.

Curate User Documentation and FAQs: Maintain reference materials within searchable libraries to empower users with self-service options and permanently convert recurring non-technical questions into Zero-Touch resolutions.

Foster Community Engagement: Actively participate in multi-facility user groups to share best practices, answer questions, and bridge the gap between users and technical experts.

Maintain Data Visualization Dashboards: Ensure continuity of results and data accuracy following the deployment of new features or functionality.

Requirements

At least 4 years of experience in User/Customer Success, Technical Account Management, or IT Enablement roles.

Exceptional writing and verbal communication skills required to author runbooks, curate clear documentation, and foster community engagement.

Proficiency in data visualization platforms to navigate datasets and adjust existing dashboards.

Skilled at "problem-solution fit" - the ability to uncover the root of an operational pain point and deliver a targeted solution, rather than simply pushing technology.

Demonstrated expertise in teaching users and translating complex visualizations into simple, actionable playbooks.

You will be required to travel 25% to client sites to meet in person with users.

Must be a U.S. Citizen and able to obtain a DoD NIPR network account and Common Access Card (CAC).

Must have, or be able to obtain, a Secret Clearance.

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