Customer Success – Solution Adoption Partner

Responsibilities

• Lead, manage, and assist with solution adoption projects, ensuring timely delivery aligned with customer success and adoption plans.
• Collaborate with customers to understand their objectives and define detailed onboarding plans that drive early value realization.
• Assist customers in the identification and mitigation of software adoption barriers including but not limited to technical issues, communication issues, and cultural differences.
• Partner and communicate effectively with the Customer Success Manager to keep the project aligned with customer goals.
• Learn new releases and product functionality in preparation for the next onboarding and adoption projects.
• Execute pre‑sale pilot projects.
• Provide demonstrations of the solution.
• Lead calls, coordinate project tasks, establish and manage timelines, and maintain the project plan.
• Hold all project resources accountable to the completion of tasks and to meeting the established timeline.
• Manage the internal resources (SMEs) and external resources (customer SMEs and champions) throughout the project.
• Motivate and hold all project resources, including those within the client, accountable to the completion of tasks and meeting the timeline established.
• Monitor progress and adjust as needed.
• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.
• Utilize industry best practices, techniques, and standards throughout entire project execution.
• Measure project performance to identify areas for improvement.

• Bachelor’s degree or equivalent.
• Ability to manage multiple implementation projects simultaneously.
• Proven ability to influence others and lead customer engagements.
• Desire to lead and enforce project tasks.
• Excellent communication and presentation skills.
• Ability to multi‑task, prioritize and manage time effectively.
• Strong communication skills, including the ability to work with all levels of an organization.
• Proven ability to solve problems.
• Strong familiarity with software tools, methodologies, and best practices in Customer Success and in Project Management.
• Experience seeing projects through the full life cycle.
• Strong interpersonal skills and extreme resourcefulness.
• Proven ability to complete projects according to outlined scope, budget, and timeline.
• Ability to manage multiple customers’ projects simultaneously.