Analyze usage patterns across our most successful customers to identify the specific feature combinations that drive high retention and agent productivity
Lead deep-dive research into stalled implementations to categorize common "failure modes" and then design programmatic interventions to solve them at scale
Proactively analyze Platform roadmaps to identify high-value opportunities and create the strategy for how we encourage customers to adopt new innovation immediately upon release
Partner with our Digital Success teams to translate your research into automated guidance, providing the subject matter expertise needed to digitize our success methodology
Ensure that as new Platform features drop, we have a clear plan for how to drive their usage so we can keep customers on the cutting edge of the platform
Move our adoption strategy from relying solely on CSMs to utilizing data-backed recommendations that inform our digital channels and scaled programs
Create the frameworks that allow customers to measure not just usage but outcomes
Equip our field teams with the data-backed playbooks and narratives they need to drive healthy adoption conversations with Platform leaders

8+ years in Management Consulting, Strategy, or Customer Success roles, ideally with a focus on B2B Service/Support operations
Strategic Problem Solving: Proven ability to generate strategic insights that drive measurable business outcomes, moving beyond data reporting to actionable recommendations
Platform Operations Fluency: Familiarity with the metrics that matter to Platform leaders
Adoption Architect: Experience taking a complex technical product and breaking it down into a step-by-step maturity model or success methodology
Data-Driven Mindset: Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data (SQL/Tableau proficiency is a plus)
Curiosity & Empathy: A strong desire to "learn the struggle" and interview frustrated admins/business users to get to the root cause of adoption blockers.
MBA or advanced degree in business, analytics, or related field (preferred)
Experience with Platform and familiarity with impacts to Sales/Service clouds (preferred)
Proficiency in data visualization tools (e.g., Tableau, CRM Analytics) (preferred)

Product Adoption Specialist – Platform

Key skills