Sr. Experience Specialist

The Seller Experience Specialist is a top-line growth enabler who owns the post-contract seller relationship in an assigned market. This role leads onboarding kickoffs for every seller, stands as that market's single point of contact throughout the seller lifecycle, and stays proactive so problems are solved before a seller must raise them.

This specialist knows their market inside and out, illuminating and removing the friction that quietly costs sellers and the business. The Seller Experience Specialist directs day-to-day execution with strong ownership, influence, and a focus on growing satisfied sellers into bigger ones - measured against RB Global's Service Keys of Courtesy, Clarity, Efficiency, and All-In commitment.

Responsibilities

Lead Every Seller’s Onboarding Kickoff
Personally lead the onboarding call, expectation-setting, and first goal conversation for every seller in the assigned market, then brief the internal teams clearly at handoff so execution starts strong. Remain the seller’s point of contact even after execution moves along the lifecycle.

Be the Market’s Lifecycle Point of Contact
Serve as the name every seller in the assigned market knows to call once they’ve consigned with RB. Deliver market briefs (demand trends, listing recommendations) and competitive-landscape context, and present state-of-experience updates on a regular cadence to sales leadership (RSM, Director, and prep base data for executive reviews).

Own the Internal Strategy for the Book
Run quarterly business reviews using Seller Health Score and Salesforce data, open and act on the Smart Report weekly to drive goal-mapping discussions with sellers, and multi-thread relationships with day-to-day contacts and decision-makers for sellers that meet QBR criteria.

Illuminate and Remove Friction
Track where sellers get stuck (asset intake/delivery, title delays, unclear handoffs) and name the friction specifically. Own escalations end-to-end when they exceed what can be resolved directly, and provide insight up to leadership to field feedback back to Operations, Product, and Training so the same issue doesn’t hit the next seller.

Drive Top-Line Growth Through Trusted Relationships
Identify expansion signals (usage growth, new equipment categories, organizational change) and package them with seller context for the Territory Manager. Contribute field insight to the Seller Health Scorecard, and drive loyalty and retention through milestone recognition and proactive NPS check-ins.

Manage Seller-Facing Escalations and Administration
Own direct seller communication on title issues, account escalations, and seller approvals. Keep sellers enabled and connected through account training, tools and technology onboarding, and inclusion in relevant meetings.

Desired Results

• Strong seller retention, driven by proactive engagement across the book 
• High post-onboarding satisfaction (NPS) at the critical trust-building window 
• Net-positive seller health signals and high first-call resolution across the book 
• Consistent, on-time seller check-in cadence, with no seller going quiet 
• Steady identification and hand-off of expansion signals, and growing repeat-listing rate

Qualifications

• Bachelor’s degree in business, marketing, or a related field, or equivalent professional experience required 
• 5–7+ years in Customer Success, Account Management, or a market-facing relationship role, preferably in a marketplace, auction, or B2B platform environment 
• Experience owning a book of accounts or a defined market end-to-end, comfortable being the single point of contact and setting the standard others are held to 
• CRM platform fluency: Salesforce required, or equivalent CS tooling strongly preferred 
• Comfort with data-led engagement: reading health scores, usage signals, and market trends, and translating them into conversations, not just reports 
• Track record of proactive partnership with sellers, not just responsiveness 
• Candidate must reside In-market,  the position is remote-compatible role with regular in-person presence at key accounts, sites, and team sessions
• Bilingual (French/Spanish) preferred.
• Must be able to travel 20-30% for Seller Visits, Regional events and Internal meetings. 

Core Competencies

• Customer Obsessed 
• Customer Relationship Ownership 
• Proactive Engagement 
• Account Management 
• Cross-Functional Influence 
• Data-Led Decision Making

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.