G-P - Customer Adoption Manager
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Requirements
• Proven experience in customer onboarding, adoption management, or customer success in a SaaS or tech environment. • Excellent communication and presentation skills, with the ability to lead successfully customer demos and orientation sessions. • Exceptional organizational skills with a focus on details and follow-up. • Ability to work cross-functionally with sales, customer success, and CPMs to ensure seamless transitions and ongoing engagement. • Analytical mindset, with the ability to review data, validate forecasts, and track key adoption metrics. • Multilingual Capabilities: Fluency in a second European language (German, Dutch, French or Spanish) • Multilingual Capabilities: • Actual compensation for this position may vary and will depend on multiple factors such as relevant qualifications, experience, education, and geographic location. For Full-Time Regular Employees, this position is also eligible for additional compensation as follows: • Sales Roles: This position is eligible for a commission structure in addition to base salary. • Non-Sales Roles: This position is eligible for an annual bonus which is paid dependent on various factors, including and without limitation, individual and company performance in addition to base salary.
Responsibilities
• Lead Post-Sales Handover: Manage the smooth transition from sales to customer success or growth teams, ensuring all customer details and expectations are clearly documented and communicated. Ensuring and driving sales support for post-MA adoption. • Lead Post-Sales Handover: • Platform Demos & Orientation Calls: Conduct comprehensive demos and lead customer orientation calls to ensure a strong first-time user experience, focusing on their critical initial use cases and hires and collecting valuable information such as integrations the customer is using (or intends to use) and making necessary internal updates and introductions. • Platform Demos & Orientation Calls: • Validate Sales Information: Review and validate sales forecasts, ensuring that the information passed along is accurate and aligned with the customer’s needs. • Validate Sales Information: • Segmentation & Assignment: Confirm or adjust customer segmentation and ensure correct assignment to Customer Success Managers (CSMs). • Segmentation & Assignment: • Audit & Ensure Adoption: Regularly audit customer progress through the adoption process, ensuring they are engaged and progressing toward generating their first revenue. • Audit & Ensure Adoption: • Verify and validate key customer contacts upon which CSMs can continue to grow and expand on the network of contacts. • Verify and validate key customer contacts • Handover to Customer Success & Growth Teams: Ensure smooth handover of accounts to the CSM, keeping meticulous records and notes in the account within Salesforce. • Handover to Customer Success & Growth Teams: • Customer Success Alignment: Collaborate closely with CSMs to align on customer goals and ensure a seamless handover that continues the momentum established during the adoption phase. • Customer Success Alignment: • Customer Health Assessment: Document customer health, usage, and feedback, identifying and addressing potential adoption risks. • Customer Health Assessment • Key Metrics for Success: • Time to Adopt: Measure the time from the signed Master Agreement (MA) to when the customer first generates positive revenue. • Time to Adopt: • Rate of Adoption: Track and analyze adoption rates, with a focus on how quickly customers move through the adoption process over time. • Rate of Adoption: • Segmentation Validation: Successfully validating and correctly segmenting all customers by engaging deeply to understand their needs and potential, as this plays a key role in the growth of the customer. • Segmentation Validation: • CSAT Post-Adoption: Work toward improving customer satisfaction post-adoption (baseline metrics to be established). • CSAT Post-Adoption:
Benefits
• G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, spending accounts, medical insurance, dental insurance, vision insurance, sabbatical after 5 years and more. • Individuals residing, or applying to work, in the United States: California or Philadelphia, Pennsylvania, please review the following additional information:G-P will consider qualified applicants with arrest or conviction records in accordance with the California Fair Chance Act, Los Angeles City Fair Chance Act Ordinance, Los Angeles County Fair Chance Act Ordinance, and San Francisco Fair Chance Act Ordinance. Los Angeles applicants can review additional information regarding the Los Angeles City Fair Chance Act here: Fair Chance Initiative for Hiring Ordinance, and Philadelphia applicants can review information pertaining to Philadelphia’s Fair Criminal Record Screening Standards Ordinance here: Fair Chance Poster. Any consideration of a candidate’s background check with arrest or conviction records will include an individualized assessment based on the factors required by applicable law, including the candidate’s specific record and the duties and requirements of the specific job. • United States: California or Philadelphia • Pennsylvania, • G-P. Global Made Possible.
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