About the Role
This role is pivotal in bridging the gap between product implementation and ongoing client success. After a product goes live, the real challenge begins: ensuring that it operates effectively within a client's daily operations. The focus will be on understanding how the product is being utilized, identifying areas for improvement, and demonstrating value to the client. By doing so, a successful use case can lead to deeper engagement and expanded opportunities within the client’s operations.
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Responsibilities
Adoption
- Begin involvement before go-live by understanding the client's objectives, use case, stakeholders, and readiness.
- Develop an adoption plan and establish a regular working cadence with the client.
- Integrate the product into the client's daily workflow rather than having it sit inactive.
- Monitor usage and interactions closely to identify barriers and work towards continuous improvement of the product.
- Resolve configuration and usage issues directly when possible, involving Product Engineering and Software Engineering when necessary.
- Track adoption and business outcomes to inform future improvements.
Client-led Product Improvement
- Stay engaged with client operations to identify requests, recurring challenges, and opportunities for enhancements.
- Trace each request back to the underlying need, articulating expected business benefits.
- Feed client evidence and priorities into product research sprints.
- Scope and validate improvements in collaboration with clients and team members from Product Engineering and Software Engineering.
- Continue to follow through on improvements to ensure they are understood, utilized, and providing value.
Expansion
- Conduct focused research sprints to discover additional use cases within existing accounts.
- Map out departments, stakeholders, business processes, and opportunities for deeper engagement.
- Assess each opportunity for its usefulness, technical feasibility, and overall business value.
- Work with client sponsors to develop opportunities, then scope and implement in partnership with Product Engineering.
- Create a practical expansion plan for each account with clear priorities, ownership, and next steps.
- Build a comprehensive understanding of the client’s business, fostering a strong partnership that extends beyond any single use case.
Requirements
- A solid technical background in software engineering, computer science, data, or a related field.
- Hands-on experience with technical products including configuration, data handling, integrations, or troubleshooting.
- Direct experience working with clients through adoption, implementation, technical consulting, or customer success.
- Ability to analyze problems using product evidence and insights from client discussions.
- Strong discovery skills to identify valuable opportunities within an organization.
- Proven follow-through capabilities, with comfort coordinating between technical and business stakeholders.
Process Overview
- Introductory call with the team
- Technical conversation with the hiring manager
- Case exercise focused on demonstrating your approach to adoption and expansion for a sample account
- Culture fit call
- Offer
