Job Description & How to Apply Below
GLIB (Glib.ai) helps organizations make faster, data-driven decisions using a cutting-edge AI-powered Intelligent Document Processing (IDP) engine. The platform automatically extracts, processes, and analyzes insights from unstructured data across bank statements, invoices, financial reports, and more than 100 document types, significantly reducing manual data entry. By focusing on operational efficiency, GLIB enables businesses to save thousands of hours, minimize errors and compliance risks, and streamline workflows.
The company serves BFSI, fintech, enterprises, and other sectors, supporting seamless, automated decision-making through advanced document intelligence. GLIB offers a dynamic environment for professionals interested in AI adoption, automation, and data-driven transformation.
About the role
We are looking for a customer-focused Adoption Specialist to drive user engagement and product adoption for our SaaS platform. The AI Adoption Manager is a full-time, on-site role based in Mumbai, responsible for driving successful implementation and usage of GLIB’s AI-powered IDP solutions with enterprise clients. This role involves collaborating with customers to understand their workflows, mapping business processes to product capabilities, and designing adoption plans.
The Adoption Specialist will work closely with Customers, End users, Product team and Sales team to ensure customers derive maximum value from the platform and achieve their desired outcomes. The AI Adoption Manager will manage onboarding, run demos and training sessions, coordinate pilots and proof-of-concept projects, and monitor product usage to identify opportunities for improvement. Day-to-day activities also include working closely with product, engineering, and sales teams to capture feedback, refine use cases, and support change management for client stakeholders.
The role requires proactive communication, ongoing relationship management, and clear documentation to ensure smooth deployment and measurable outcomes.
Key responsibilities
CUSTOMER ADOPTION & ENGAGEMENT
• Drive training and adoption initiatives for new and existing customers.
• Conduct user training sessions, workshops, webinars, and field visits.
• Monitor product usage and proactively engage customers to improve adoption metrics.
• Develop adoption plans and success strategies tailored to customer needs.
• Identify barriers to adoption and recommend solutions to increase platform utilization.
CONSUMER & USER UNDERSTANDING
• Engage directly with end users and customer stakeholders to understand their challenges, workflows, and expectations.
• Gather qualitative and quantitative feedback and convert insights into actionable recommendations.
• Act as the voice of the customer within the organization.
• Identify recurring consumer pain points and collaborate with internal teams to address them.
REPORTING & ANALYTICS
• Track and report adoption KPIs, user engagement metrics, and customer health indicators.
• Provide regular updates on adoption progress, risks, and opportunities.
• Maintain accurate records of customer interactions and feedback.
Additional responsibilities
PRODUCT IMPROVEMENT
• Document customer feedback, feature requests, and usability challenges.
• Partner with Product teams to validate new features and assess customer impact.
• Participate in pilot programs and user acceptance activities.
RELATIONSHIP MANAGEMENT
• Build strong relationships with customer teams across multiple levels.
• Serve as a trusted advisor during implementation and post-launch phases.
• Ensure timely resolution of user concerns by coordinating with Product, Support, and Engineering teams.
Required qualifications
• Bachelor’s degree in Psychology, Business, Communications, Engineering or a related field.
• 2–5 years of experience in BFSI Sales, Customer Success, Customer Engagement, User Adoption, Training, Product Operations, or related roles.
• Experience working with IT/SaaS products is preferred.
• Based in Mumbai or willingness to relocate to Mumbai (preferred).
Desired skills & competencies
Strong understanding of AI/ML concepts, data-driven workflows, and SaaS or…
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