Customer Adoption Specialist, Bonusly

• Have 2+ years of experience implementing solutions for customers
• Have a passion for making work better and working in an environment where you will be challenged to learn and grow
• Are very organized and meticulous
• Are an excellent communicator and work well remotely Are curious and eager to question assumptions, and then take initiative to find creative solutions
• Enjoy creating and writing customer-facing training content

Desirable

• We're looking for a Customer Adoption Specialist to help us deliver timely and delightful onboarding and adoption experiences at scale
• You’ll be responsible for partnering with Customer Success Managers while leading our customers through onboarding and implementation, ensuring they achieve success post-launch, and supporting customer optimization initiatives alongside the team
• Collaborating across the sales, success, product, and marketing teams, you’ll bring proactive at-scale implementation processes and programs to our customers, and help deliver impactful customer experiences as we move up market, and support our larger partners transformation initiatives
• You’ll have the opportunity to shape the organization in meaningful ways and play a pivotal role in improving customer outcomes and scaling our business
• Come be on the ground floor of implementing a brand new team!
• Act as a hands-on, consultative onboarding manager to guide our largest customers from contract signature to fully-functioning through operational set up and launch
• Help inform process optimizations for onboarding customers and implementing Bonusly solutions, with a focus on scalable, tech-touch solutions
• Document and maintain library of onboarding processes, templates, and resources for the CS team
• Partner with our customers to launch in a timely manner to accelerate time to value, ensuring that they are positioned for long-term success
• Leverage your deep product expertise to advise customers on best practices for account configuration, implementing, and adopting Bonusly solutions across three exciting products
• Create scalable onboarding content and resources including but not limited to office hours, webinars, optimization sessions, and training videos
• Partner with Enablement to maintain and improve 1:many onboarding content in our customer-facing learning management system (LMS)
• Partner with our CSM team to ensure successful product adoption and support change management for Performance Enablement
• Serve as the “Voice of the Customer” by relaying feedback internally to the appropriate stakeholders
• Project Manage other Customer Success projects as needed
• Your primary KPI will be maintaining and reducing time to launch for all customer segments