Product Adoption Manager

Responsibilities:

• • Customer Onboarding and Training: Lead the technical onboarding process for new customers and deliver training sessions across various formats—including in-person, virtual, and webinars. Educate customers on product features, best practices, and updates, tailoring content to drive adoption and set customers up for long-term success.
  • Technical Guidance and Consulting: Provide strategic advice and consultative guidance to help customers optimize their use of our platform and align it with their business objectives, prioritizing solutions that enhance their overall journey.
  • Product Expertise and Enablement: Gain a deep understanding of our products and stay updated on new features and product advancements to ensure customers receive current, relevant, and benefits-focused guidance throughout their journey.
  • Knowledge Base and Content Development: Contribute to the creation, maintenance, and continuous improvement of knowledge base articles, short-form content, and other resources that support customer education, empower product use, and drive self-sufficiency.
  • Customer Advocacy and Feedback Loop: Serve as a voice of the customer within the company, identifying key needs and pain points, and providing actionable feedback to product and engineering teams for continuous improvement and product evolution.
  • Cross-Functional Collaboration: Partner closely with product, marketing, professional services, and other internal teams to ensure a seamless and cohesive experience throughout the customer journey, driving alignment on customer needs and value delivery.
  • Customer Success Strategy and Optimization: Contribute to the overall customer success strategy by offering insights and recommendations based on customer interactions and feedback, aiming to elevate the customer journey and promote sustained product adoption

Requirements:

• • 3+ years in a technical customer-facing role, such as Technical Support Engineer, Solutions Engineer, Professional Services Consultant, Technical Account Manager, Pre-sales Engineer, Software Trainer, OR in a role focused on Incentive Compensation Management (ICM) or Sales Performance Management (SPM).
  • Technical Skills: Strong technical background with experience in software, cloud platforms, and/or SaaS applications, and the ability to quickly learn and understand complex technical concepts and products, with a focus on empowering users through education.
  • Problem-Solving and System Thinking: Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues while considering the broader system and product implications of decisions.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively to both technical and non-technical audiences, including translating features into benefits.
  • Presentation and Training Skills: Proven ability to deliver engaging and effective training sessions to diverse audiences in various formats (in-person, virtual, webinars), enhancing the overall customer journey.
  • User Empathy and Customer Focus: A strong customer-centric mindset with a passion for understanding and advocating for customer needs, ensuring that solutions are aligned with customer benefits and success.
  • Project Management: Demonstrated ability to manage multiple projects simultaneously, prioritize effectively, and deliver results within tight deadlines.
  • Adaptability and Continuous Learning: Comfortable working in a fast-paced, dynamic environment with the ability to quickly adapt to new technologies, processes, and evolving customer needs.
  • Willingness to Travel: Ability to travel up to 10-15% as needed for customer training sessions, workshops, and other events.

Bonus Points:

• • Industry Experience: Experience in sales commission, data modeling, analytics, and/or commissions software.
  • Technical Writing: Experience creating technical documentation, training materials, or knowledge base articles.
  • Consulting Experience: Experience working with consulting firms on plan design or compensation consulting.

Benefits:

• • (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
  • Flexible vacation days and quarterly mental health days so you can recharge
  • Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
  • One time work from home stipend & annual stipends for professional development and caretaking
  • Virtual team lunches to keep you connected
  • (US-ONLY) 401k plan to participate in and save towards the future
  • Newest Apple products to help you do your best work
  • Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent

Notice to Prospective Candidates:

• • • Only emails from @captivateiq.com should be trusted.

• • Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
  • Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
  • Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
  • Ask candidates to make a payment in order to be considered for a position.
  • Make early requests for candidates’ personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
  • Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.