Customer Adoption Consultant

IFS•Itasca, IL

1d•Hybrid

About The Position

The Customer Adoption Consultant helps customers successfully onboard, use, and realise value from IFS.ai Logistics. Working within the adoption operating model and with coaching from a Customer Adoption Manager, the Consultant coordinates customer activities, maintains delivery discipline, analyses adoption signals, delivers training, and turns customer feedback into clear actions. The role covers defined accounts or workstreams and has clear escalation paths for complex commercial, executive, or delivery decisions. The Consultant coordinates structured onboarding from handover through first value; supports product training and adoption; monitors customer health, progress, and value evidence; contributes to retention, expansion, and product feedback; and helps improve adoption practices, playbooks, and documentation. The position involves close collaboration with customers and internal Product Operations, technical, Product, Engineering, and operational teams.

Requirements

Approximately two or more years of experience in B2B SaaS customer success, onboarding, implementation, consulting, project coordination, product operations, or a related customer-facing role.
Strong organisation and follow-through, including the ability to manage actions, deadlines, documentation, and multiple stakeholders.
Clear written and verbal communication skills and confidence facilitating working sessions with customers.
Comfort using data and customer evidence to monitor progress, identify issues, and prepare concise updates.
Customer-focused problem solving, with judgement to resolve routine issues and escalate material risks appropriately.
Good Excel capability and confidence learning SaaS platforms, collaboration tools, and operational workflows.
Ability to work across teams and maintain accuracy in a fast-moving environment.

Nice To Haves

Experience in logistics, transport, supply chain, freight audit, finance operations, or another complex enterprise process.
Experience delivering software training, adoption activities, or change communications.
Exposure to product analytics, BI tools, SQL, or structured data validation.
Experience working with AI-enabled software or explaining analytical outputs to users.
A relevant degree or professional certification in business, project management, supply chain, data, or a related discipline.

Responsibilities

Coordinate assigned customer onboarding activities from handover through first value using agreed playbooks, templates, and governance.
Prepare kick-off materials, project plans, action trackers, weekly updates, meeting notes, risk logs, and customer documentation.
Run working-level customer meetings and follow-ups, keeping owners, dependencies, and deadlines visible and accurate.
Coordinate customer data, provider, and workflow inputs with Product Operations and technical teams, escalating quality or readiness risks early.
Translate customer goals into practical use cases, learning plans, milestones, and measures of success.
Deliver or coordinate product training, enablement sessions, SOPs, and point-of-need guidance.
Monitor usage, engagement, and completion of agreed activities; follow up on barriers and recommend interventions.
Support customers in embedding the platform into routine logistics, finance, and operational workflows.
Maintain accurate account records, adoption metrics, health signals, progress updates, and value evidence in agreed systems.
Analyse customer feedback, product usage, and operational information to identify risks, needs, and improvement opportunities.
Prepare adoption review and executive meeting materials covering progress, outcomes, risks, actions, and next steps.
Capture customer quotes, proof points, success stories, and referenceability signals with appropriate approval.
Surface adoption risks and contribute to recovery plans under the direction of the Customer Adoption Manager or account owner.
Identify potential expansion opportunities from workflow gaps, customer requests, and underused or adjacent capabilities, and route them to the appropriate lead.
Gather structured customer feedback and translate it into clear evidence for Product, Engineering, and operational teams.
Support feature validation, user acceptance activity, and post-release feedback for assigned customers.
Keep playbooks, templates, SOPs, and knowledge assets accurate and up to date.
Contribute lessons learned from customer engagements and suggest practical process and automation improvements.
Apply consistent quality, data governance, and documentation standards across assigned work.
Build product and logistics domain knowledge and share learning with colleagues.