Customer Implementation & Adoption Specialist

Dtn

330d • $56,250 - $75,000 • Remote

About The Position

The Customer Implementation & Adoption Specialist works to bridge the gap between DTN's customer technology implementation and business value realization, ultimately contributing to customer success and long-term retention. The role requires a combination of customer engagement skills, technical acumen, project management abilities, and excellent communication skills. The Customer Implementation & Adoption Specialist works with customers and DTN teams to ensure successful technical migrations and organizational adoption. The Customer Implementation and Adoption Specialist supports the discovery and deployment of services designed to drive successful implementation and adoption of services at DTN customers.

Requirements

• Experience in service development, customer success, or a related role within the SaaS industry.
• Strong analytical and strategic thinking skills, with the ability to translate insights into actionable strategies.
• Excellent communication and interpersonal skills, adept at building relationships across teams and stakeholders.
• Proven project management experience, with the ability to drive initiatives from concept to execution.
• Collaborative mindset, comfortable working with cross-functional teams to achieve business objectives.
• Proficiency in service design and project management tools, ensuring efficiency and effectiveness in execution.
• Strong problem-solving abilities, with a proactive approach to overcoming challenges.
• Customer-centric mindset, passionate about delivering value and enhancing the customer experience.
• Experience in managing and executing customer implementation and adoption plans with customers in a SaaS environment.
• Familiarity with adoption frameworks and methodologies.
• Certification in project management (e.g., PMP, PRINCE2).

Responsibilities

• Executes implementation and adoption strategies tailored to customer implementation and adoption needs and objectives.
• Supports the creation of comprehensive documentation for all services, including guidelines, best practices, and training materials.
• Collaborate with customers to understand and execute business objectives, technical migrations, and change management plans.
• Assist in developing project plans and RACIs for customer specific implementation and adoption proposals.
• Lead customer meetings, daily stand-ups, and status updates.
• Identify and resolve issues that arise during implementation, integration and adoption workstreams.
• Lead change management plans designed to minimize disruption and maximize user acceptance at the customer.
• Train customers to use and leverage DTN systems and ensure usage and adoption metrics are achieved.
• Collaborate with Sales, Product, and Support teams to ensure cohesive customer experience.
• Act as a liaison between customers and DTN teams to address concerns and escalate issues.

Benefits

• Competitive Salary
• Unlimited PTO
• Flexible working hours
• Remote work model (position dependent)
• Competitive Medical, Dental and Vision Insurance Plans
• 6% 401K matching
• Unlimited access to 13k+ courses via learning platform to support employee career advancement
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Management of Companies and Enterprises
• Education Level: Bachelor's degree