Senior Manager, Adoption and Engagement

Summary

Join our real estate technology company as a Senior Manager, Adoption and Engagement! This pivotal role drives product adoption, customer onboarding, and engagement. You will lead a team, collaborate cross-functionally, and oversee software upgrades. Responsibilities include developing adoption strategies, designing onboarding processes, creating training programs, and executing engagement initiatives. Success in this role requires strong leadership, communication, and data analysis skills, along with experience in the real estate industry. The ideal candidate will have a Bachelor's degree (Master's is a plus) and proven experience in customer success leadership.

Requirements

• Bachelor's degree in business, marketing, or a related field
• Proven experience in a customer adoption, engagement, or customer success leadership role within the real estate industry or real estate technology sector
• Strong understanding of customer success strategies, user onboarding, and customer engagement programs
• Experience in developing and implementing adoption strategies that drive successful product onboarding and adoption
• Strong leadership and team management skills, with the ability to motivate and develop high-performing teams
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels of the organization
• Data-driven mindset with the ability to analyze customer data, identify trends, and make data-informed decisions
• Customer-centric mindset with a strong focus on delivering exceptional customer experiences
• Strong project management and organizational skills, with the ability to manage multiple priorities and meet deadlines

Responsibilities

• Develop and implement a comprehensive adoption strategy to drive successful product onboarding and adoption among customers
• Define adoption metrics and goals, identify key milestones, and establish strategies to drive user engagement and product utilization
• Design and oversee the customer onboarding process to ensure a smooth and successful transition for new customers
• Develop onboarding resources, training materials, and documentation to guide customers through the implementation and setup of the company's real estate technology solutions
• Create and deliver user training programs to educate customers on the features, functionalities, and best practices of the company's real estate technology solutions
• Develop training materials, conduct webinars, and provide personalized training sessions to empower users and maximize their product proficiency
• Develop and execute customer engagement programs to enhance customer satisfaction, usage, and retention
• Implement initiatives such as user forums, user groups, and customer advisory boards to foster a sense of community, gather feedback, and drive ongoing customer engagement
• Provide ongoing support and guidance to customers to ensure their success and satisfaction with the company's real estate technology solutions
• Proactively engage with customers to understand their needs, address concerns, and identify opportunities for value realization and expansion
• Collaborate with product management, sales, marketing, and customer support teams to align adoption and engagement initiatives with overall business strategies
• Work closely with these teams to share customer insights, gather feedback, and drive continuous improvement of the company's real estate technology solutions
• Lead and mentor a team of adoption and engagement professionals
• Set performance goals, provide coaching and feedback, and foster a culture of customer-centricity, collaboration, and continuous improvement
• Develop talent within the team and identify opportunities for professional growth
• Oversee the software upgrade process to transition customers from legacy systems to new platforms
• Manage the Outreach Team, which is responsible for identifying and contacting eligible customers for upgrades, ensuring clear communication and smooth transitions
• Supervise the Key Account Implementation Managers, who focus on planning and executing upgrades for strategic, high-value customers
• Ensure the upgrade process is seamless, customer-focused, and aligned with organizational goals
• Establish and monitor key performance indicators (KPIs) related to adoption, engagement, and customer satisfaction
• Conduct data analysis and generate reports to track progress, identify trends, and provide actionable insights to senior leadership
• Identify and leverage customer advocates to promote the company's real estate technology solutions
• Develop and nurture relationships with key customers, gather customer testimonials and success stories, and collaborate with marketing on customer advocacy initiatives
• Stay informed about the latest trends, technologies, and best practices in customer adoption, engagement, and customer success within the real estate industry
• Continuously assess industry benchmarks and competitor strategies to identify opportunities for innovation and differentiation

Preferred Qualifications

• Master's degree is a plus
• Knowledge of the real estate industry and understanding of real estate technology solutions is highly desirable
• Familiarity with customer relationship management (CRM) systems and customer engagement platforms