Digital Success Specialist

AD HQ-posted 4 months ago
Full-time
Hybrid • Radnor, PA
5,001-10,000 employees
Merchant Wholesalers, Durable Goods
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AD is seeking a Digital Success Specialist who will be responsible for supporting the digital member success team in the ongoing engagement and development of the AD eCommerce Solutions. The AD eCommerce digital success team supports over 200 members in their digital journey to help members grow faster and win in an ever-changing digital world. A digital success specialist must be highly communicative and collaborative with duties including onboarding members, product knowledge, managing Salesforce CRM, data entry, invoice processing and training in the AD eCommerce tools. This position will serve as a support role working closely with the AD eCommerce team to deliver increased value to our AD member community. AD's Digital Success Specialist will serve as a critical enabler of member growth and digital transformation through structured onboarding, platform engagement, process optimization, and member success insights. With over 200 members relying on AD's eCommerce platform, this role directly supports AD's mission to help members grow faster and compete smarter in an evolving digital marketplace. It combines data stewardship, consultative member engagement, and cross-functional coordination, ensuring every member receives not just support-but a path to measurable value.

  • Lead structured onboarding processes that shorten time-to-value for new eCommerce Solution adopters.
  • Deliver success focused training that connects platform capabilities to member-specific goals.
  • Serve as a trusted digital advisor for 20 accounts, driving adoption metrics and ensuring measurable member outcomes.
  • Onboard new participants in the AD eCommerce Solutions defined by coordination of meetings, provide AD tool training, and participate in quarterly strategic calls with the AD digital success team.
  • Document digital transitions, track updates in Salesforce CRM and detail next steps.
  • Lead vetting members to qualify members and leverage a consultative selling approach to guide members through our value proposition.
  • Position how AD eCommerce Solutions drives business outcomes through AD digital platforms, tools and capabilities.
  • Understand digital landscape including service provider partnerships and how technical capabilities fit together to leverage the AD Digital Catalog.
  • Conduct research to understand member business and decision influencers.
  • Own monthly billing and commission workflows, and lead process improvement initiatives in collaboration with Finance and Service Partners.
  • Manage Salesforce dashboards and reporting to track member health, usage trends, and strategic opportunities.
  • Lead initiatives like Voice of the Member analysis, providing executive-level insight into member needs and digital maturity.
  • Proven track record in project management.
  • Motivated and self-starting.
  • Detail-oriented.
  • Be a problem solver who is solution oriented.
  • Must be able to communicate effectively and in a constructive manner.
  • Strong experience with cross-departmental collaboration and cross-functional teams.
  • Bachelor's Degree.
  • Recent experience in a relationship-based role such as customer facing or account management.
  • Strong communication skills (both verbal and written).
  • Quick learner with the ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems.
  • Experience working in a fast-paced, high-growth work environment.
  • Experience with Salesforce CRM and Excel including reporting, workflow and dashboard management.
  • Highly organized, self-starter with excellent time management skills that provides capacity to manage multiple projects along with crafting efficient workflows.
  • Hybrid work schedule with 3 days in the office (Tuesdays-Thursdays & Mondays and Fridays remote).
  • Minimal travel.
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