Customer Implementation Specialist​/Manager

Company Description

Ray Secur is a B2B tech startup revolutionizing security imaging with the world’s first desktop scanners capable of seeing inside objects, providing x‑ray like imaging without any harmful x‑rays in real‑time and 4D. We are venture‑backed and growing fast. Our systems are used by some of the largest Fortune 500 companies and governments around the world and are backed by cutting‑edge AI software and 24/7 expert support.

We are a fast‑paced, rapidly growing, and dynamic security technology company with an all‑star customer base helping to make the world a safer place. We are entrepreneurs at heart, always challenging the status quo and always ready to tackle the next challenge. We think strategically but are not afraid to roll up our sleeves and get the job done no matter how big or small.

We are dedicated and focused, but also make time to play and celebrate our successes.

You are an achiever with a track record of consistently exceeding expectations. You are not looking for a job, you want to make an impact. You have a history of building relationships and engaging with customers in‑person and remotely, are a strong communicator, and are always looking to improve the customer experience.

Ray Secur is seeking an experienced implementation specialist and instructor to train and onboard clients on mail center security equipment and services. As an instructor, you will be responsible for delivering Ray Secur’s training program to both our Corporate customers as well as our Corrections community. In addition, you will be asked to enhance, contribute to and help in development of new training content.

This client‑centric role transitions customers from sales to the next stage in the customer journey.

• Learn and adhere to all standard operating procedures related to Mail Secur product operations and installation
• Develop proficiency in Mail Secur setup, use, troubleshooting, and mail screening techniques
• Onsite installation and configuration of Mail Secur hardware, networking devices, and peripherals
• Deliver instructor‑led training both on‑site and virtually
• Demonstrate product to customers both onsite and virtually to ensure customers have enough product knowledge to succeed in their role
• With the help of the subject matter expert, you will help prepare and develop training content
• Assist clients in the implementation of mail‑related standard operating procedures
• Document key contacts at each customer account and associate them with the unit in Hubspot
• Maintain and complete all documentation related to training and installation and log results in Hubspot
• Test / troubleshoot problems with the Mail Secur device at startup
• Other tasks and duties related to onboarding and customer care

• Installation and Training Satisfaction
• Holding Training within 14 days of delivery
• Annual and periodic (as needed) retraining completed
• Maintain internal certifications to ensure product knowledge is commensurate with the latest versions and functionality of the product

• Excellent communication skills and ability to present in front of customers
• Demonstrates attention to detail and strong organization skills
• Ability to problem solve/troubleshoot in a timely manner
• Ability to think creatively and provide service‑oriented solution recommendations that exceed customer expectations
• Adaptability, strong work ethic, and professionalism during challenging situations
• This role will require travel within your local area and could include up to 100% travel

• Implementation (75%) – The primary function of the Customer Implementation and Training Specialist is to be the on‑site (or remote) point of contact for our customers prior to the product being deployed. This includes working with our Account Executives, Customer Success Managers, and completing onsite installation and training of our hardware and networking equipment. Training owners, On‑site Mail managers, Corrections Investigation Officers and Executive Protection personnel, and other team members as required
• Post Live Relationship Management (5%) –…