Adoption Strategist

About the Role
This is a brand new Adoption Strategist role sitting at the intersection of adoption, enablement, product expertise, and implementation, so we expect the scope to evolve and want someone excited to build as it does. You'll work directly with corporate and midmarket customers to drive adoption of their core use case and help identify new ones - but everything you build has to scale across a high-volume book, not custom to one account. You'll need to be genuinely technical, deep enough in the product to be the most knowledgeable person in the room, without ever writing code or owning an account directly. This is a builder role for someone extremely analytical who's already advanced with AI tools.

Since this is a new role, we expect the scope to evolve over time - being adaptable and excited to build is a core part of being successful here. Focus areas include, but aren't limited to:

• Drive strong adoption by building and delivering scalable implementation and enablement processes that educate customers on best practices and get them to time-to-value quickly on their core use case
• Develop deep product expertise across the entire company platform, with a focus on ElevenAgents and ElevenCreative - you're the product expert for enabling both basic and complex use cases, and you're constantly the first to learn new products coming to market
• Proactively audit customer agents prompts, configurations, and feature setup to identify gaps, and share recommendations as a value-add service that drives deeper adoption
• Track and drive key leading and lagging adoption metrics, partnering with Revenue Operations to iterate on our reporting capabilities, and use those trends to develop data-driven adoption strategies and playbooks across the customer base in region
• Partner with Account Management and CX to deliver targeted adoption and enablement campaigns, including regional live workshops and webinars, based on opportunities or new product releases
• Engage with external implementation partners and internal teams to help unify adoption strategy across the customer journey (e.g., Forward Deployed Engineering, GTM, Customer Experience, Product Marketing and Engineering)
• Partner with leadership on high-impact initiatives that support the local GTM team and global results

Requirements

• 6+ years in implementation, solutions consulting/engineering, technical account management, or similar at a technical SaaS or AI-native company
• Experience with voice AI, TTS, conversational AI, or developer-facing products
• A track record of building adoption-focused programs from the ground up: onboarding tracks, scaled adoption playbooks, self-serve content, and more
• You think in systems but are creative: you're always asking "how do we scale or automate this," and building automations and workflows with AI tools is ingrained in how you work
• Extremely analytical: you identify trends easily and use them to close gaps, surface opportunities or standardize best practices. You also identify data points that aren't yet tracked but would uncover new insights and change strategy
• Comfortable driving cross-functional outcomes without direct authority, working effectively with Account Management, FDE, RevOps, and GTM to move adoption forward
• Experience managing a high-volume book of business at scale, mid-market or commercial segment
• Fluency in English is essential and speaking Arabic is a big plus

Growth Potential
We believe in hiring the best talent in the world to make an impact in the right role at the right time. At the company, strong performance creates opportunities for growth. Here are some of the career paths you can expect after excelling in this role:

• Growth Roles - Regional Adoption Lead
• Other teams: Account Management or Forward Deployed Engineering - Strategist or Solutions Engineer

Location
UAE