The Manager, Digital Adoption partners with customers, Strategic Account Managers, branch teams, and internal business partners to increase the adoption and success of the company's digital solutions. This role serves as a trusted advisor, helping customers understand how to leverage digital tools to improve efficiency, streamline business processes, and maximize value.
The ideal candidate is passionate about technology, customer success, and continuous improvement. They are equally comfortable conducting customer demonstrations, delivering training, gathering business requirements, and collaborating with Product and Technology teams to influence future enhancements. This role requires strong communication skills, curiosity, problem-solving ability, and a customer-first mindset.
- Partner with customers, Strategic Account Managers, and branch personnel to identify opportunities for increased digital adoption
- Deliver engaging demos, onboarding sessions, and training for customers using the company's digital platforms
- Serve as a trusted advisor by recommending digital solutions that improve customer workflows and business outcomes
- Assist customers with the successful implementation and adoption of new digital capabilities
- Gather customer feedback, business requirements, and enhancement opportunities through regular engagement
- Document customer needs and collaborate with Product, Technology, and Experience teams to prioritize enhancements
- Identify, reproduce, and document software defects, coordinating with internal teams through resolution
- Advocate for customer needs while balancing business priorities and technical feasibility
- Monitor customer adoption, identify opportunities to improve engagement, and recommend proactive outreach
- Develop and maintain training materials, knowledge articles, and customer-facing documentation
- Represent the voice of the customer during product discussions, testing, and solution design activities
- Build strong relationships across Sales, Customer Support, Product Management, Technology, and Operations to improve the overall customer experience
