Senior Director, Customer Adoption

Location: Headquarters, Winston Salem, NC, 6125 - New York, NY, 6116 - Chicago, IL, 9110 - Boston, MA (Cambridge)

Time Type: Full time

The Sr. Director, Customer Adoption, Intelligent Inventory is responsible for building the organizational capabilities that enable the adoption of products and services throughout the product lifecycle. This leader promotes the strategies, programs, and operational functions that equip customer-facing teams with the knowledge, tools, processes, product readiness and industry knowledge necessary to support clients consistently across the Healthcare portfolio within their program area.

This leader is responsible for monitoring and reporting product adoption usage metrics and deploying strategies to drive engagement aligned with strategic vision. This leader works closely with Marketing, Sales, Product, Operations and other Client Success leaders to effectively communicate key program and product updates to internal and external stakeholders while setting the strategy for delivering value in customer partnerships.

The leader serves as a strategic partner to Product, Technology, Operations, Sales, and Client Success leadership, ensuring new and existing products and business initiatives are operationally ready before reaching customers. This leader also owns enterprise knowledge management, client product readiness and associate capability development, enabling the organization to evolve from reactive support to proactive customer partnership.

• Develop and execute the client adoption and enablement strategy aligned with Healthcare division objectives.
• Create scalable enablement programs that improve customer experience, operational consistency, program adoption, associate effectiveness and ultimately drive lifetime customer value.
• Establish adoption programs and consultative services to support speed to value and retention
• Drive organizational readiness for new products, capabilities, regulatory requirements, and strategic initiatives.
• Establish enablement standards that support enterprise growth while maintaining a customer-first approach.

• Lead enterprise knowledge management strategy, ensuring customer-facing teams have access to accurate, current, and accessible documentation.
• Oversee development of role-based learning programs, certifications, and continuing education.
• Build scalable training programs supporting onboarding, product knowledge, and operational excellence.
• Partner with leaders to identify capability gaps and develop learning strategies that improve performance.
• Build and develop and team of industry specialists to support product and customer change management
• Oversee progress communications, product updates, industry updates and governance awareness.

• Own Product User Acceptance Testing (UAT) engagement for Client Success.
• Partner with Product, Technology, Operations, and Client Excellence leaders to validate customer-impacting releases.
• Ensure operational readiness before product launches.
• Develop standardized release readiness processes, communication plans, and deployment frameworks in partnership with Marketing

• Lead operational implementation of product enhancements, regulatory changes, and industry-driven updates.
• Coordinate cross-functional readiness activities across Product, Technology, Operations, and Client Excellence.
• Develop change management strategies that minimize customer disruption while accelerating adoption.
• Ensure customer-facing teams are prepared to support evolving product capabilities.

• Lead Client Adoption reporting and operational insights supporting leadership decision-making.
• Develop dashboards measuring adoption, enablement effectiveness, knowledge utilization, and support readiness.
• Translate operational data into actionable strategic recommendations that improve customer outcomes.
• Partner with Quality and Continuous Improvement teams to identify capability improvement opportunities.

• Partner with:
  • Product
  • Technology
  • Sales
  • Operations
  • Client Excellence
  • Legal
  • Compliance
  • Marketing
• Influence enterprise priorities through collaboration and data-driven decision making.
• Serve as an executive sponsor for adoption and enablement initiatives supporting organizational transformation.

• Build and…