Customer Success Representative (Technical / Business Analyst)

Job Description

Job Description

Customer Success Representative (Technical / Business Analyst Background – Dispatch Software)

Location: [On-site, Remote, or Hybrid]
Company: Jonel Engineering
Website:

About Jonel Engineering

Jonel Engineering has been a leader in automation, dispatch, and production management solutions for the concrete and construction materials industry for more than 50 years. Our advanced software and plant control systems power critical operations for producers across North America, helping them increase efficiency, consistency, and visibility across their businesses.

We are expanding our customer success team to support our industry-leading Dispatch platform, and we are seeking a technically strong, analytically minded individual who enjoys working closely with customers to maximize solution value.

Position Overview

The Customer Success Representative will support customers using Jonel’s Dispatch software throughout their lifecycle—from onboarding and training to ongoing optimization and troubleshooting. This role is ideal for someone with a business analyst mindset and strong technical aptitude who can understand both the operational workflows of concrete producers and the technical behaviors of dispatch software.

You will serve as a trusted advisor, helping customers adopt best practices, streamline their operations, and integrate Jonel solutions into daily dispatch and logistics processes.

Key Responsibilities

Customer Success & Engagement

• Act as the primary customer contact for assigned Dispatch accounts.
• Lead onboarding, training sessions, and early adoption efforts.
• Monitor customer health, usage, and engagement to drive ongoing success.
• Conduct periodic business reviews and identify improvement opportunities.

Business Analysis & Workflow Optimization

• Analyze customer dispatch workflows and operational requirements.
• Map business processes, identify bottlenecks, and recommend configuration changes.
• Translate customer needs into clear requirements for internal teams.
• Assist customers in achieving measurable operational improvements using the software.

Technical Support & Troubleshooting

• Provide Tier 1–2 technical support for dispatch software usage and configuration.
• Diagnose issues by reviewing logs, data, network behavior, and system interactions.
• Work with Engineering, Support, and Product teams to reproduce and resolve complex issues.
• Document solutions, best practices, and training resources.

Implementation & Product Collaboration

• Support new customer implementations and software upgrades.
• Participate in UAT, testing, and validation activities for new features or releases.
• Communicate product gaps and enhancement requests based on customer insights.
• Help improve onboarding materials, documentation, and customer-facing guides.

Required Skills & Qualifications

• 2–5+ years of experience in customer success, technical support, or business analysis.
• Strong technical aptitude—comfortable troubleshooting software, data, and configurations.
• Experience analyzing operational workflows in logistics, dispatch, manufacturing, or similar fields.
• Excellent communication skills and customer relationship-building abilities.
• Strong analytical skills with the ability to translate business needs into actionable insights.
• Comfortable guiding customers through process improvements and software adoption.
• Ability to manage multiple accounts and priorities in a fast-moving environment.

Preferred Qualifications

• Experience with dispatch, logistics, production, or transportation management systems.
• Background in the concrete, construction materials, or industrial automation industries.
• Familiarity with SQL, system logs, data validation, or integrations.
• Experience using ticketing/CRM systems (e.g., Salesforce, HubSpot, Jira, Zendesk).

What Jonel Engineering Offers

• Competitive compensation and benefits.
• Opportunities for professional growth in a technically innovative and mission-critical industry.
• A collaborative, supportive team focused on customer impact and long-term success.
• The chance to work with customers whose operations depend on Jonel technology every day.