Product Adoption Specialist

Role Overview

• Serves as the primary point of contact for partners during the product adoption phase, providing guidance, training, and support throughout the implementation journey.
• Develops and executes tailored adoption plans for partners based on their business goals, technical environment, and utilization targets, ensuring alignment with ConnectWise best practices.
• Conducts product demonstrations, training sessions, and workshops to educate partners on features, functionality, and optimal configuration approaches.
• Applies change management principles and methodologies to help partners overcome resistance, build internal adoption momentum, and embed new workflows into daily operations.
• Monitors adoption metrics including feature usage, login frequency, configuration completeness, and engagement levels to identify at-risk partners and proactively intervene.
• Creates and maintains adoption resources including playbooks, quick-start guides, video tutorials, and knowledge base articles to scale enablement efforts.
• Collaborates cross-functionally with Sales, Implementation, Technical Support, and Partner Success teams to ensure seamless partner experience and successful handoffs.
• Documents partner feedback, identifies product enhancement opportunities, and shares insights with Product Management to inform roadmap priorities.
• Manages a portfolio of 30-50+ concurrent partner engagements, prioritizing activities based on adoption risk, business impact, and milestone timelines.
• Achieves adoption success criteria within defined timeframes (typically 30-90 days), successfully transitioning partners to ongoing Customer Success management upon reaching utilization benchmarks.

Requirements

• Bachelor's degree in related field or equivalent business experience
• 1-3 years of experience in customer onboarding, customer success, technical account management, implementation consulting, or related client-facing role within B2B SaaS.
• Experience in the MSP industry, IT services sector, or familiarity with PSA, RMM, cybersecurity, or business management software a plus
• Demonstrated ability to manage high-volume workloads (30+ concurrent accounts) with strong prioritization and time management skills.
• Working knowledge of change management frameworks (ADKAR, Prosci, Kotter) and ability to apply change management best practices to technology adoption scenarios.
• Strong technical aptitude with ability to quickly learn complex software platforms and articulate technical concepts to non-technical audiences.
• Excellent communication skills (verbal and written) with proven ability to deliver effective training, lead consultative conversations, and build rapport with diverse stakeholders.
• Analytical mindset with ability to interpret usage data, identify adoption patterns, and make data-driven recommendations to improve partner outcomes.
• Natural curiosity and problem-solving orientation with desire to understand partner business models, workflows, and success drivers.
• Proficiency with CRM platforms Salesforce, customer success tools Gainsight and collaboration tools Microsoft Teams.
• Comfortable operating autonomously in a fast-paced environment while maintaining attention to detail and commitment to partner experience excellence.

Tech Stack

• Cyber Security

Benefits

• ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment.