Senior Customer Experience Specialist

Job Description

Do you enjoy building strong relationships, thinking strategically, and helping customers succeed long-term? We're looking for a Seller Experience Specialist who loves partnering with customers to understand their goals, measure success, and continuously improve their experience with our marketplace.


In this role, you'll manage and grow customer relationships by proactively monitoring account health, leading multi-platform engagement, and identifying opportunities for expansion. You'll collaborate closely with Sales, Operations, Services, Support, Finance and Product teams to deliver seamless experiences and guide customer through complex initiatives with confidence.


You'll conduct business reviews and monthly in-person visits to stay aligned with evolving customer needs, uncover growth opportunities and provide thoughtful, data-driven guidance. Using insights and deep industry knowledge- especially within the construction and transportation industries - you'll help customer manage sell through, maintain compliance and reduce operational risk.


If you enjoy combining relationship-building, strategy, data and cross-functional collaboration to create trust, value and advocacy this role is for you.


What Success Looks like:

• Communication - When a seller reaches out, they get a response that is prompt, easy to understand, and helpful. You make sure they always know what is happening and what to expect next.
• Problem Solving - You do more than fix issues. You make sure sellers walk away with a clear answer and a path forward. No guesswork, no loose ends, just confidence in what comes next.
• Accountability - When a seller's issue involves other teams, you stay on it. You follow through, connect the dots, and come back with answers instead of leaving the seller to figure it out alone.
• Collaboration - You keep your promises and work closely with teammates to make sure sellers get the same great experience every time. Your follow through builds trust and keeps people coming back.
• Service Excellence - You deliver a legendary experience that makes sellers feel valued and supported, and that keeps them choosing to work with you again.
• Entrepreneurial Mindset - You are comfortable with change and open to shaping how the role grows. You look for ways to improve the experience and take action instead of waiting to be told what to do.

Responsibilities

• Serve as the central point of accountability for the customer experience immediately following contract execution.
• Maintain full visibility and control over the customer's journey to ensure clarity, continuity, and confidence from onboarding through delivery.
• Design and execute structured onboarding plans customized to customer needs and business context.
• Communicate expectations, timelines, deliverables, and next steps to ensure a positive and predictable onboarding experience.
• Remove friction by identifying and accelerating steps that enable customers to adopt or implement solutions successfully.
• Build strong, trust-based relationships through consultative engagement and proactive communication. Anticipate customer needs by understanding their environment, business objectives, and operational constraints.
• Partner closely with Sales, Operations, Finance, Customer Care, Product, and other stakeholders to ensure consistent communication and aligned priorities.
• Identify opportunities to enhance the customer journey and implement best practices for exceptional service. Contribute to the development and adoption of Customer Experience best practices, standard operating procedures, and process improvements.
• Monitor experience metrics (NPS, CSAT) and turn insights into actions that elevate satisfaction and loyalty. Translate insights into actionable recommendations for internal teams and leadership.
• Identify potential risks affecting customer experience, delivery timelines, or satisfaction, and lead coordinated efforts to mitigate them.

Qualifications

• Bachelor's degree in Business Administration or equivalent experience
• 4 or more years of experience in customer service, hospitality, customer experience, customer success, or a related role
• Experience in managing complex customer relationships and operational workflows.
• Experience facilitating cross-functional engagement and managing competing priorities.
• Exceptional communication and interpersonal skills.
• Strong organizational and project management abilities.
• Customer-centric mindset with a passion for creating memorable experiences.
• Ability to manage multiple priorities and stakeholders effectively.
• Equipment industry or construction equipment experience is preferred
• The ideal candidate will be located within a 1-2 hour drive of either our Tulare or Perris Auction sites.

Pay is based on several factors including but not limited to education, work experience, certifications, geographical location, etc. This role also qualifies for up to 10% of their annual salary in an incentive performance bonus.

About Us

RB Global (NYSE: RBA)

RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.

The company's marketplace brands include Ritchie Bros., the world's largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global's portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers' management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company's 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.