Customer Adoption Specialist

Summary

Join Bonusly as a Customer Adoption Specialist and play a pivotal role in delivering exceptional onboarding experiences to our clients. You will partner with Customer Success Managers, guide large customers through implementation, and ensure their long-term success. This role involves collaborating across various teams, optimizing onboarding processes, creating scalable content, and acting as the 'Voice of the Customer'. You'll have the opportunity to shape the organization and contribute to improving customer outcomes. This is a remote, US-based position, offering a competitive salary and equity.

Requirements

• Have 2+ years of experience implementing solutions for customers
• Have a passion for making work better and working in an environment where you will be challenged to learn and grow
• Are very organized and meticulous
• Are an excellent communicator and work well remotely
• Are curious and eager to question assumptions, and then take initiative to find creative solutions
• Enjoy creating and writing customer-facing training content

Responsibilities

• Act as a hands-on, consultative onboarding manager to guide our largest customers from contract signature to fully-functioning through operational set up and launch
• Help inform process optimizations for onboarding customers and implementing Bonusly solutions, with a focus on scalable, tech-touch solutions
• Document and maintain library of onboarding processes, templates, and resources for the CS team
• Partner with our customers to launch in a timely manner to accelerate time to value, ensuring that they are positioned for long-term success
• Leverage your deep product expertise to advise customers on best practices for account configuration, implementing, and adopting Bonusly solutions across three exciting products
• Create scalable onboarding content and resources including but not limited to office hours, webinars, optimization sessions, and training videos
• Partner with Enablement to maintain and improve 1:many onboarding content in our customer-facing learning management system (LMS)
• Partner with our CSM team to ensure successful product adoption and support change management for Performance Enablement
• Serve as the “Voice of the Customer” by relaying feedback internally to the appropriate stakeholders
• Project Manage other Customer Success projects as needed
• Your primary KPI will be maintaining and reducing time to launch for all customer segments

Preferred Qualifications

• Experience in Implementation, Customer Success or Project Management at a SaaS organization
• Having a basic knowledge of web technologies, including APIs, SAML, and SFTP integrations
• Having experience with Learning Management Systems like Skilljar and Gainsight CE
• Experience in Human Resources
• SaaS experience
• Thriving in environments where you enjoy building, improving, and iterating processes

Benefits

• Base Salary range: $70,000 - $85,000
• Equity Range: 0.01%-0.02%