Customer Enablement Specialist/Technical Trainer

Job Description

Job Description

JSI Overview
Founded in 1979, JSI is a privately held company headquartered in Ottawa, Canada, with offices in Washington, DC; Frankfurt; and Sydney. With customers in more than 30 countries across six continents, JSI’s software helps expand awareness, surface patterns, and simplify data complexity in support of mission‑critical operations. Known for innovation-from setting early standards in lawful digital intelligence to today’s multi‑source investigative environments, JSI has been protecting what matters for over 40 years.

JSI USA is seeking a Customer Enablement Specialist / Technical Trainer for our Chantilly, Virginia office. This position provides the opportunity to build on existing technical or analytic skillsets while working with cutting‑edge advancements in digital intelligence and AI.

We offer a relaxed, collaborative environment with open communication and shared design discussions. Our engaging workplace culture has contributed to an employee retention rate well above industry standards.

Position Summary
The Customer Enablement Specialist / Trainer is responsible for:

• Providing product training to customers
• Working directly with customers, often on‑site, to educate and enable them to use their JSI solutions to achieve key business outcomes
• Staying current on JSI products and incorporating updates into training and customer interactions

From initial training through regular check‑ins with the Project Manager, this role ensures customers achieve their desired outcomes. You will help communicate ROI to customers and end users, driving value generation and encouraging broader use of JSI solutions. The position is essential in supporting product adoption, increasing usage, and demonstrating outcome value.

While this role does not manage the overall customer relationship, you will play a key part in delivering a world‑class customer experience, supporting adoption and renewal, and helping reduce operational costs for JSI.

This role supports two main areas: Analysis and Enablement .

Analysis Responsibilities
Activities that focus on understanding customer outcomes, workflows, and deployment‑based support, including:

• Assisting with customer workshops for workflow configuration, outcome clarification, and user role definition
• Documenting and communicating customer information gathered during engagements
• Contributing to customer workflows and standard operating procedures
• Developing, with the customer and account team, a Customer Success Plan that drives outcomes, solution usage, and account renewal

Enablement Responsibilities
Activities focused on customer enablement, outcomes, and role‑based learning.

Develop:

• Create learning content including training courses, eLearning modules, micro‑learning, case scenarios, tips, and hands‑on exercises
• Validate content to ensure accuracy and relevance, identify gaps, and recommend updates

Deliver:

• Coordinate and deliver training events at JSI locations or customer sites

Mentor:

• Guide new customers in best practices for using their JSI solutions based on business needs, outcomes, and user base
• Help existing customers optimize their deployed systems and increase awareness of additional JSI features or solutions
• Conduct regular check‑ins to monitor product usage, adoption rates, and process evolution

Required Qualifications

• Bachelor’s degree; or equivalent experience plus a minimum of 8 years of relevant experience; or Master’s degree plus 6 years of relevant experience. Relevant experience must come from law enforcement, the military, or the intelligence community
• Excellent communication, organizational, and facilitation skills
• US citizenship required
• Minimum Secret Clearance required; Top Secret preferred. Must maintain clearance eligibility
• Ability to qualify for customer site access
• Ability to travel frequently, sometimes with short notice

Preferred Qualifications

• Strong background training individuals or small groups across varied skillsets and intelligence backgrounds
• Familiarity with lawful intercept collection practices and intelligence cycles
• Experience writing or updating procedural documentation
• Working knowledge of JSI product base
• Ability to communicate basic sales messaging, including delivering a basic demo

Personal Attributes

• Self‑motivated and able to manage multiple priorities
• Strong customer focus with a passion for delivering an excellent experience
• Comfortable navigating and resolving conflict
• Strong analytical and problem‑solving skills with high attention to detail

Work Conditions

• Regular travel (approximately 40 percent)
• Occasional evening and weekend work to meet deadlines

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status.