Product Adoption Manager - Content & Journeys (Spaces) (Hybrid)

Cisco Systems, Inc. • San Francisco, CA

43d • Hybrid

About The Position

We are seeking an experienced and driven Product Adoption Manager to lead and implement adoption-focused initiatives that empower users, expand product usage, and drive long-term customer success. In this role, you will implement the vision of Cisco Spaces to drive adoption and usage among our growing IT and business users. This role requires a blend of content creation, customer engagement, and cross-functional collaboration to ensure flawless adoption and improve the value of our solutions. The ideal candidate should have proven a history of success working in the SaaS industry. You will be working with the Cisco Spaces Product Management team, part of the Meraki Product Management Team.

Requirements

• 5+ years of experience in an adoption manager role or similar role defining adoption strategies and customer engagement in a SaaS company.
• Experience in customer training, onboarding, and driving adoption strategies.
• Proficient in digital adoption technologies and tools such as HubSpot, Salesforce, Pendo, Unbounce, LMS systems, and content development and prototyping tools such as Canva, Figma, Adobe Premier Pro, etc. Proficiency in MS Word, Excel, and PowerPoint.

Nice To Haves

• Intellectually curious with a strong background in customer journey mapping, qualitative and quantitative research, and data-driven decision-making.
• Domain knowledge of Indoor Location Services, IoT, mapping, and networking.
• Demonstrated ability in launching and growing innovative cloud/SaaS products.
• A mix of right brain creative skills with left brain analytical skill to drive customer wow factor and tailor messaging to different audiences.
• Has great copywriting skills, a flair for design (UI/UX) and technical understanding.
• Strong ability to develop compelling, user-focused content across multiple formats.
• Ability to get into the details with SaaS product adoption, automation and analytics tools.

Responsibilities

• Own and innovate the end-to-end digital customer journey, owning the design, development, and execution of coordinated experiences that drive adoption, engagement, and customer satisfaction across collateral and tools, campaigns, and digital + physical events.
• Develop and handle a comprehensive library of adoption-focused content, including knowledge base articles, how-to-guides, videos, return on investment and value documents, interactive walkthroughs, one-pagers, and presentation decks
• Develop LMS based training modules that empower users to improve product value, drive adoption, and achieve business success
• Build in-product messaging or technical and business users to facilitate user adoption and expansion
• Develop and maintain standard methodology guides, runbooks, set-up guides, FAQs, checklists to improve user experience
• Work closely with technical product managers to validate use cases and develop reference architectures and onboarding materials
• Email, communities, in-product messaging, adoption focussed digital bootcamps and webinars.
• Develop compelling advocacy materials, including presentation decks, blogs, videos, and success stories
• Analyze user feedback, usage patterns, and adoption metrics to optimize and improve the adoption process

Benefits

• U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance.
• Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
• U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
• Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
• Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer
• For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees