Value & Adoption Advisor
Netspring
Introduction
As the Adoption Consultant you will be leveraging your experience in consultative customer service/sales, solution optimization, and strong project management to help customers identify and implement solutions which will help them achieve higher value from their Optimizely DXP solutions.
Job Responsibilities
• Build on previous product experience, cross functional partnerships, and internal learning to become a subject matter expert in the full range of use cases for one of Optimizely’s products.
• Deliver white glove customer experiences by consulting directly with high-risk accounts to assess their product usage and pain points.
• Provide strategic guidance to support the adoption of our products and full value realization to help customers achieve the full potential of their Optimizely solutions.
• Support a unified customer experience by collaborating with the Product, Customer Success, Onboarding/Education, and Professional Services teams to drive outcome-focused value to our customers and increase renewal rates.
• Manage all aspects of adoption including scorecard analysis, maturity assessments, industry benchmarking, and providing recommendations for future product functionality and future usage.
• Maintain and provide comprehensive reporting on business impact, churn reduction, and overall adoption metrics.
• Help drive a continuous improvement environment by seeking ways to simplify and streamline communications, processes, and deliverables.
Knowledge and Experience
• 2+ years of experience in customer consultation, professional services consulting, product solution optimization, or product adoption.
• Strong collaboration and communication skills at all levels of an organization including end users, vendors, management, and executives.
• Able to successfully manage and execute on projects end-to-end in a fast-paced, dynamic environment.
• Experience documenting activities within a customer success/ticketing platform (Gainsight and Cantata experience preferred) and strong organization and attention to detail.
• Able to work on projects of diverse scope that require analysis or evaluation of a variety of factors/data/situations.
• Work efficiently in a dynamic setting engaging with numerous customers.
• Experience working with global customers preferred.
Education
Bachelor's Degree or equivalent work experience