Enablement & Adoption Specialist developing and executing partner enablement strategies for AI platform. Collaborating with teams to build scalable training and resource frameworks.
About the role
- Senior Success Architect at Salesforce decoding the adoption journey for AI products. Investigating customer challenges and creating strategies to enhance product adoption with strong data analysis.
Responsibilities
- Investigate why customers struggle, identify usage patterns that correlate with deep adoption, and translate insights into scalable strategies.
- Define the "Success Path" by taking what we learn from early adopters and codifying it into outcome-based frameworks and best practices.
- Act as a key stakeholder in our digital strategy by identifying opportunities to scale insights through our digital success plans.
- Lead deep-dive research into stalled implementations to categorize common "failure modes" in product adoption and design programmatic interventions to solve them.
- Develop the standard library of Key Performance Indicators (KPIs) that customers should track to prove the business value of their investment.
Requirements
- 8+ years in Customer Success Strategy, Product Adoption, or Program Management within B2B SaaS.
- Proven experience taking a complex technical product and breaking it down into a step-by-step maturity model or success methodology.
- Ability to read technical release notes and immediately understand the business value and adoption opportunity for the customer base.
- Ability to look at product telemetry and usage data to hypothesize why cohorts of customers are succeeding or failing.
- Experience defining business metrics (ROI, CES, CSAT) and teaching customers how to map technical features to business goals.
- A strong desire to "learn the struggle" and interview frustrated admins to get to the root cause of adoption blockers.
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
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