Customer Success / AI Onboarding Specialist

Job Description

Job Description

POSITION SUMMARY

We are seeking an enthusiastic, technically fluent Customer Success & AI Onboarding Specialist to be the primary human touchpoint for customers adopting PQCanvass and Merlin. In this role, you
will guide customers from initial setup through confident, ongoing use of both platforms — ensuring they unlock maximum value from their investment. You will serve as educator, advocate, and product expert, bridging the gap between PMI’s engineering depth and our customers’ day-to-day operational needs.

KEY RESPONSIBILITIES

Customer Onboarding & Training 

• Lead structured onboarding sessions for new PQCanvass accounts, both virtually and on- site
• Develop and deliver training programs tailored to customer roles (engineers, operators, analysts)
• Create and maintain training materials including video walkthroughs, quick-start guides, and best-practice documentation
• Conduct live demonstrations of PQCanvass workflows and the Merlin AI engine for new and prospective customer

AI Product Introduction — Merlin 

• Serve as the frontline expert introducing Merlin’s AI analysis capabilities to customers unfamiliar with AI-powered diagnostics
• Translate complex AI outputs into clear, actionable language tailored to utility and industrial audiences
• Help customers design use cases where Merlin delivers the highest ROI for their specific power quality challenges
• Collect and relay customer feedback on Merlin to the product team, contributing to roadmap development

Ongoing Customer Success

• Monitor customer adoption metrics and proactively reach out to accounts showing low engagement
• Conduct periodic check-ins and “power user” sessions to help customers deepen their platform usage
• Collaborate with Sales on renewal conversations and expansion opportunities
• Escalate technical issues to engineering and track resolution on the customer’s behalf

Content & Community

• Contribute to a customer knowledge base, FAQ library, and help center within PQCanvass
• Assist in planning and delivering webinars, user group sessions, and industry conference
• presentations
• Champion the voice of the customer internally, ensuring product and support teams stay aligned with customer needs
  

QUALIFICATIONS

Required 

• 3+ years of experience in customer success, technical training, applications engineering, or a related field
• Working knowledge of power quality concepts (harmonics, voltage sags, transients, power factor, IEEE 519, etc.)
• Demonstrated ability to explain technical concepts clearly to non-technical audiences
• Proficiency with cloud-based software platforms and SaaS tools
• Excellent written and verbal communication skills; comfort with live presentations and webinars
• Self-motivated with strong organizational and follow-through skills

Preferred

• Experience with power quality instrumentation (PMI, Fluke, Dranetz, HIOKI, or similar)
• Familiarity with AI/ML tools and an ability to communicate their benefits to skeptical audiences
• Background in utilities, industrial energy management, or electrical contracting
• Experience with CRM platforms (HubSpot, Salesforce) and LMS or training platforms
• Bachelor’s degree in Electrical Engineering, Electrical Technology, or a related field (or equivalent experience)

WHAT WE OFFER

• A pivotal role in a company with 38 years of industry credibility and a bold new AI-driven product direciton
• Competitive base salary with performance-based bonus tied to customer adoption and satisfaction metrics 
• Comprehensive benefits package including medical and 401(k)
• Opportunity to grow alongside Merlin and PQCanvass as they scale across new market segments
• Professional development support including industry conference attendance, certifications, and tuition reimbursement — with easy access to Virginia’s nationally recognized university system including UVA, Virginia Tech, JMU, and more Please submit your resume and a brief cover letter describing your experience with power quality systems and/or customer-facing technical roles to View email address on us.fitly.work with the subject line: Customer Success & AI Onboarding Specialist Application. Applications will be reviewed on a rolling basis.

HOW TO APPLY

Please submit your resume and a brief cover letter describing your experience with power quality systems and/or customer-facing technical roles to View email address on us.fitly.work with the subject line: Customer Success & AO Onboarding Specialist Application. Applications will be reviewed on a rolling basis.