Senior Experience Specialist

Location: Kelowna, British Columbia, Canada; remote-compatible with regular in-person presence at key accounts, sites, and team sessions. Travel required 20–30% for seller visits, regional events, and internal meetings.

Salary: CAD 90,000–100,000 per year.

Company

RB Global operates an omnichannel marketplace and transaction platform for commercial assets and vehicles through auction sites, digital services, and multiple marketplace and technology brands.

What you will do

• Lead onboarding kickoffs, expectation-setting, first goal conversations, and internal handoffs for sellers in the assigned market.
• Serve as the primary lifecycle contact, provide market and competitive insights, and present experience updates to sales leadership.
• Run quarterly business reviews using Seller Health Score and Salesforce data, review weekly Smart Reports, and develop goal-mapping discussions.
• Identify seller friction across asset intake, delivery, title processing, and handoffs; own escalations and communicate recurring issues to Operations, Product, and Training.
• Identify expansion signals, support retention and loyalty initiatives, contribute to seller health reporting, and conduct proactive NPS check-ins.
• Manage seller communication regarding title issues, account escalations, approvals, training, tools, technology onboarding, and relevant meetings.

Requirements

• Bachelor’s degree in business, marketing, or a related field, or equivalent professional experience.
• 5–7+ years of experience in Customer Success, Account Management, or a market-facing relationship role.
• Experience in a marketplace, auction, or B2B platform environment is required as a preferred background.
• Experience owning a book of accounts or a defined market end-to-end, acting as the single point of contact and setting operating standards.
• Fluency with Salesforce CRM is required; equivalent customer-success tooling is strongly preferred.
• Ability to interpret health scores, usage signals, and market trends and translate them into seller conversations.
• Demonstrated proactive partnership with sellers, rather than only responsive support.
• Must reside in the assigned market and be able to maintain regular in-person presence at key accounts, sites, and team sessions.
• Ability to travel 20–30% for seller visits, regional events, and internal meetings.

Nice to have

• Bilingual French or Spanish language skills.

Culture & Benefits

• Work is remote-compatible with regular in-person engagement at accounts, sites, and team sessions.
• The role emphasizes courtesy, clarity, efficiency, and all-in commitment in seller interactions.
• Success is measured through seller retention, post-onboarding NPS, seller health, first-call resolution, check-in consistency, and repeat listings.