Digital Adoption & Learning Specialist

Location: Nashville, TN

Job :538

# of Openings:0

Position Summary The Digital Adoption & Learning Specialist is responsible for designing, building, and maintaining in-product guidance and onboarding experiences within the Fortress platform using Walk Me. This role plays a key part in driving product adoption by helping users understand and successfully complete workflows through clear, intuitive, and timely in-app guidance. Beyond content creation, this role identifies adoption gaps, improves user experiences, reduces support burden, and helps ensure users can confidently navigate Fortress functionality.

This is an ownership-driven role requiring initiative, attention to detail, continuous improvement, and the ability to proactively identify opportunities to improve the overall product experience.

• Own the design, development, and maintenance of Walk Me experiences across the Fortress platform.
• Create guided experiences that help users successfully complete key workflows and adopt new product functionality.
• Identify user friction points, onboarding gaps, and opportunities to improve feature adoption.
• Continuously evaluate and improve in-product education experiences based on user needs and product changes.

• Build and maintain Walk Me flows, walkthroughs, smart tips, and contextual in-app guidance
• Translate product functionality and user workflows into clear, concise, step-by-step enablement content.
• Ensure all in-product guidance is accurate, current, and aligned with product functionality.
• Maintain consistency in messaging, structure, tone, and usability across all enablement content.
• Cross-Functional Collaboration
• Partner with Product Managers to understand new features, workflows, and intended user experiences.
• Collaborate with UI/UX Design to ensure in-product guidance supports intuitive user experiences.
• Work with Support and Customer Success teams to identify recurring user challenges and opportunities for enablement.
• Coordinate with Engineering when product updates impact existing Walk Me experiences.
• Monitor Walk Me usage, engagement, and effectiveness to identify improvement opportunities.
• Use user feedback, support trends, and adoption data to optimize onboarding experiences.
• Recommend improvements to product workflows based on observed user behavior and areas of friction.
• Drive initiatives that improve self-service, reduce support dependency, and increase successful product adoption.

• 2–5+ years of experience in product enablement, technical writing, UX writing, onboarding, SaaS implementation, or related roles.
• Hands-on experience with Walk Me or similar digital adoption platforms strongly preferred.
• Strong understanding of SaaS workflows, user onboarding principles, and digital adoption best practices.
• Ability to translate complex workflows and product functionality into simple, user-friendly guidance.
• Strong attention to detail with a commitment to accuracy, clarity, and consistency.
• Ability to work independently, manage priorities, and operate effectively in a fast-moving environment.
• Strong communication and cross-functional collaboration skills
• Analytical mindset with the ability to interpret usage data, user feedback, and adoption trends.

• Users can successfully complete key workflows with less reliance on support or external assistance.
• Walk Me experiences are accurate, intuitive, and aligned with current Fortress functionality and user needs.
• New features and product changes are supported with timely, effective in-product guidance that improves adoption.
• Adoption gaps and areas of user friction are proactively identified and addressed.
• Product, Support, and Customer Success teams view Walk Me as a valuable tool for improving user understanding and experience.
• In-product guidance continues to evolve based on user feedback, adoption data, and changes to the Fortress platform.
• Fortress users have a more intuitive, self-service product experience that reduces confusion and increases confidence.