Senior Technical Writer

The Lead Technical Product Adoption role drives the successful implementation and integration of new products, features, and technologies for both customers and internal teams. This role develops strategies, collateral, and training materials to maximize user adoption, enhance productivity, and ensure seamless transitions to new solutions. They will partner with stakeholders, business partners, developers, and instructional designers to shape adoption strategies and materials.

The ideal candidate has strong technical expertise, excellent communication skills, and a passion for helping others embrace new tools and systems.

• Develop customer and O2C adoption strategies and best practices for technology rollout and utilization.
• Coach peers and business partners on learning and adoption strategies.
• Partner with the business to provide product demos to support user understanding of features and functionality.
• Gather implementation requirements from clients and business partners (i.e. account numbers, etc.) and facilitate the implementation process to ensure a smooth handover to the teams performing product setup/configuration.
• Oversee all aspects of the implementation process, external and internal, including scheduling, training and cross-functional coordination with Customer Service, Commercial, Employees, and Clients.
• Identify and mitigate risks and obstacles during implementation.
• Track and monitor progress of new enrollments and adoption.
• Conduct needs analysis to identify required skills, knowledge, and workflows for effective adoption.
• Design and deliver engaging learning experiences using a variety of methods (e.g., eLearning, videos, classroom training) based on adult learning principles.
• Maintain expertise in product functionality, workflows, and internal applications.
• Collaborate with the commercial or business teams to gather VOC, present products and solutions, and support engagement.
• Create and maintain training materials, ensuring alignment with system updates.
• Act as a resource for support, sales, implementation, and other internal teams.
• Provide feedback to influence product design and improve alignment with user needs.
• Partner with Learning Design peers to develop, deliver, and evaluate training programs, incorporating customer feedback.
• Serve as a trusted advisor, facilitating cross-functional collaboration to drive product adoption and success.
• Develop journey maps and personas to guide adoption strategies.
• Monitor training effectiveness through analytics and feedback, making updates to enhance adoption outcomes.
• Deliver training via one-on-one sessions, classroom, or virtual formats.
• Gather user insights to identify adoption barriers, inform product development, and refine processes.
• Communicate product benefits and address objections to promote adoption.
• Leverage AI or AI agents for learning design and creation.

Required Work Experience

• 7+ years’ experience with adult learning, customer experience and adoption, instructional design, curriculum development and performance improvement.
• 5+ years in a healthcare industry with healthcare technology experience.
• 5+ years of hands‑on experience developing formalized business and software education and training through traditional and Agile development life cycles including SAFe and/or Scrum.
• 5+ years’ experience consulting with clients or business partners to determine the best instructional solutions and/or strategies.
• Exemplify digital dexterity with technology suites such as Articulate, Vyond, Adobe Captivate, Lectora, MS Office, Mix Panel, Adobe Creative Suite (Premiere Pro, After Effects, Audition, Illustrator, InDesign, Photoshop), and Camtasia Studio.

Preferred Work Experience

• Experience in go-to-market strategies and implementation processes / projects.
• Experience with Rally, JIRA, or related project management tools.
• Experience with process mapping and optimization.
• Experience coaching other team members.
• Basic HTML coding skills.
• Basic graphic design knowledge and image editing.

• Knowledge of digital product management and implementation processes.
• Familiarity with product adoption platforms (i.e. Mix Panel).

• Excepti…