Sr. Customer Experience Specialist

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.

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
• Able to manage multiple priorities and stakeholders effectively
• Equipment industry or construction equipment experience is preferred

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.

Pay

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.

Employer

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.