Senior Customer Adoption Manager, Beam

• Empathetic and patient: You understand that new AI technology can feel overwhelming. You break things down into simple steps and treat every user with respect and kindness
• A clear communicator: You write and speak in a way that is friendly, articulate, and easy to understand. You build trust and rapport quickly
• Calm under pressure: You can balance a queue of live support, training delivery, and travel logistics without losing focus
• Proactive and curious: You don’t just close tickets. You look for trends, dig into the "why" of an issue, and think about how to prevent problems so the user has the best possible experience
• A builder: You’re excited to shape a function from the ground up. You aren't looking for a handbook; you want to write it. You’re comfortable with ambiguity and enjoy the autonomy of being the first hire in this function for the US

Desirable

• Ready to build something from the ground up? We’re looking for a User Enablement Specialist to join our Customer Adoption & Support team the US
• This is far from your standard support job - it’s a dynamic, dual-impact role where you’ll blend high-touch, empathetic user support with proactive, high-energy training
• You’ll be a strategic partner, helping organisations seamlessly embed our AI tools into the daily rhythm of frontline work
• As one of our first hires in this function, you are the essential bridge between our breakthrough technology and the people who rely on it
• You will empower social workers, clinicians, and human services teams across the States, enabling them to use technology to make an even greater impact in American communities
• This is a high-autonomy, high-impact role. You won't just follow a playbook; you'll write it, building the foundations of our US enablement engine and shaping how we scale across the country
• Lead onboarding sessions for new partner organisations
• Deliver clear, engaging and interactive training both virtually and in person
• Travel to customer sites across the US (sometimes on short notice) to deliver hands-on support
• Design simple resources, tutorials, and self-serve guides that help users build strong habits You won’t treat training as a one-off session. You’ll focus on long-term adoption and real usage to save them time on their casework
• Respond to user queries across email, chat, phone and video
• Troubleshoot issues clearly and calmly
• Escalate complex bugs to Engineering with strong context
• Spot patterns and recurring issues, and flag root causes You’ll make sure users feel heard, supported and confident
• Work closely with Product, Engineering and Customer Success
• Share structured feedback and insights from the frontline
• Help shape improvements based on real user needs
• Create and improve help centre content, guides and FAQs
• Refine support processes as we scale
• Help define what great Customer Adoption and Support looks like in the US