Customer Engagement Specialist Jobs

Fatigue Science has developed the world’s leading predictive fatigue management information system, enhancing productivity and safety in mining and heavy industry. Headquartered in Vancouver, Canada, we build SaaS software that leverages scientifically validated biomathematical models to quantify and predict the cumulative effects of sleep disruption on human reaction time and cognitive effectiveness. Our solutions enable organizations to optimize operations, mitigate fatigue risk, and help workers stay safe. With proven impact, return on investment, and significant and growing traction in heavy industry, Fatigue Science serves cutting-edge organizations who understand the importance of sleep as well as the value of data-driven decision-making.

Reporting directly to our VP, Implementation and Professional Services, this role is ideally suited for an experienced relationship builder and change driver with a customer-first mindset. If you are someone with a background in industrial health and hygiene or operations, and who is passionate about leveraging health and safety technology to improve the safety of shift workers then this might be the role for you!

You have excellent communication and relationship skills. You are a change agent and have a passion for helping customers succeed. This role requires that you act as a strategic advisor to our customers driving operational improvement and guiding them in optimizing their Readi investment, and ultimately, helping them improve the health, safety and wellbeing of their workforce. You will also be required to act as our customers’ internal advocate, championing their needs across Fatigue Science.

Key Responsibilities

• Gather customer product feedback and work with product management to shape product roadmap development
• Participate in the implementation and onboarding of new customers to ensure the successful implementation of Readi
• Educate and train customers and partners on the use of Readi, leading the way in how our technology and predictive analytics is used in operational environments
• Develop the change management and integration strategy collateral for use with customer implementations
• Understand our customers’ fatigue management policies, procedures, processes and objectives, and assist them in building their strategy to leverage and integrate Readi, using best practice change management principles
• Collaborate with customers on planning and executing an effective strategy to ensure the full potential of Readi is utilized and fits seamlessly into daily workflows
• Develop Readi awareness and adoption campaigns that target existing users with the goal of increasing usage and the underlying value of Readi.
• Act as a trusted advisor to our customers and build trust as a partner who enables them to meet and exceed their fatigue risk management strategic and tactical objectives

Requirements

• Thirst for Knowledge: A curious and rapid learner who can “ramp-up quickly” on the nuances of complex industries
• Travel: Occasional travel will be required to visit customer sites and attend internal meetings
• Communicator: Expert listener and communicator to build a strong and candid relationships with customer stakeholders
• Mining Experience: Mining industry experience in a health and safety function (e.g. Industrial Hygiene, Occupational Health, Occupational Safety); in operations (e.g. Mine Operations, Technical Services); or in a technology function (i.e. Business Analyst, Process Engineer, Technology Operations, Digital Transformation)
• Flexible Work Hours: Work hours may be adjusted to accommodate meetings in different time zones
• SaaS Experience: SaaS industry experience in a B2B customer facing role (Customer Success Manager, Account Manager, Implementation Specialist) is welcome
• Change Agent: Expertise in understanding industrial customer workflows and driving change to ensure adoption of new technology

Skills

• Ability to discuss business needs and goals with all levels of stakeholders
• Bachelor's degree in a related business, communications or technical discipline
• Minimum 4+ years in mining operations or customer management experience with B2B customers, preferably supporting Enterprise Software, SaaS, or Technology products
• Experience managing relationships with multiple enterprise level stakeholders
• Certification in change management considered an asset
• Fluent in English and Spanish
• Ability to learn quickly in a fast-paced environment and balance competing priorities

Perks

• Health spend & lifestyle account
• Extended benefits package
• 3 weeks paid vacation
• Competitive salary and incentives
• Company parties, traditions & team building events
• Hybrid work environment
• Permanent, full-time position

Fatigue Science is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and an inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, color, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

What Happens Next? Our team reviews all applications, however, because we receive such high volumes of talent, we only reach out to those who closely match our needs. If you are not contacted right away, don’t be discouraged as we will contact you should a suitable role open up. All candidate information collected will remain confidential, and will not be disclosed to anyone who is not involved in your hiring process. Fatigue Science will keep all candidates' information on file for up to 1 year.

Thanks for your interest in Fatigue Science!