Summary/Objective
The
Customer Adoption Specialist
serves as an advocate for new and existing National clients to identify marketing needs, outline expectations, achieve project goals, and provide a first-class enterprise/client relationship. They are an individual that continuously monitors success and failures within CAST project management, maintains awareness of competitor offerings, and readily contributes perspective to improve and streamline operations and assist the team in hitting their goals.
The ideal candidate will thrive in a fast-paced, constantly evolving, and exciting environment. They will be self-motivated, a big thinker, and a strong team player who takes pride in quality, precision, and measurable results. S/He is an excellent communicator, storyteller, presenter, and creative thinker with the ability to identify opportunities that translate into campaigns to assist our clients and help them meet their desired goals. The successful candidate must have excellent interpersonal skills, superior writing and verbal communication skills, be organized and analytical with an ability to work well under pressure. Essential Functions Identify new campaign opportunities to drive revenue and coordinate with Implementations and Account Management to engage with identified National clients. Conduct National client outreach via email and cold calling based on strategy/contact lists outlined by leadership to obtain client buy-in and schedule kick-off calls. Host Kick-off calls with National clients to walk through CAST presentation and capabilities, understand client objectives, clearly outline goals, expectations, requirements and identify appropriate project timeline based on client flexibility or constraints. Partner with cross-functional teams including product and implementations to deliver a coordinated customer onboarding and adoption journey. Diligently adhere to project management process from initiation through completion via proper communication with CAST, designers, and relevant AM/IM stakeholders. Ensure non-CAST related client issues (e.g. contract questions, technical product support) are relayed accordingly to relevant stakeholders (e.g. Account Manager, Implementation Manager). Identify potential content offerings (e.g. white papers, video, webinars) and work alongside the Marketing Department to enhance client education of importance of adoption marketing to increase engagement and earn buy-in to collaborate with CAST. Assess the effectiveness and track customer adoption programs to continually adjust strategies and find new ways to drive greater engagement. Create action plans to address any adoption challenges and hotspots and work with product management to prioritize customer needs on the product roadmap. Maintains Care Assurance - after completion of CAST process, performs campaign assessment and provides quarterly (or semi-annual) outreach to outline capabilities for additional support and ensure client satisfaction. Qualifications & Requirements Experience working with Customer Success teams on SaaS B2B products 3-5 years of relevant marketing experience Prior experience creating and executing digital adoption and onboarding marketing programs Demonstrated record of working both independently and with a team to own cross-functional initiatives and exceed performance expectations & metrics Ability to mine data and translate into key themes and opportunities Data-driven with a proven track record of using metrics to make decisions Strong client management experience and relationship building skills Strong time management and organizational skills, with the ability to take initiative to solve challenges Excellent written communications and proofreading skills Ability to work in a fast-paced, entrepreneurial, results-oriented culture Strong collaboration acumen and ability to multitask BS degree in Marketing or related field Supervisory Responsibility
This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department. Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones. Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. Travel
Little to no travel is expected for this position. Education and Experience
[Indicate education based on requirements that are job-related and consistent with business necessity. See example below.] A bachelor's degree and three to five years of HR experience, or a master's degree in HR management and two years of experience in the HR field, or seven years of experience in the HR field, or any similar combination of education and experience. SHRM-CP or SHRM-SCP certification or ability to obtain certification within 12 months of hire date. Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. EEO Statement
Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment. Reasonable Accommodation
Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.
An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
The
Customer Adoption Specialist
serves as an advocate for new and existing National clients to identify marketing needs, outline expectations, achieve project goals, and provide a first-class enterprise/client relationship. They are an individual that continuously monitors success and failures within CAST project management, maintains awareness of competitor offerings, and readily contributes perspective to improve and streamline operations and assist the team in hitting their goals.
The ideal candidate will thrive in a fast-paced, constantly evolving, and exciting environment. They will be self-motivated, a big thinker, and a strong team player who takes pride in quality, precision, and measurable results. S/He is an excellent communicator, storyteller, presenter, and creative thinker with the ability to identify opportunities that translate into campaigns to assist our clients and help them meet their desired goals. The successful candidate must have excellent interpersonal skills, superior writing and verbal communication skills, be organized and analytical with an ability to work well under pressure. Essential Functions Identify new campaign opportunities to drive revenue and coordinate with Implementations and Account Management to engage with identified National clients. Conduct National client outreach via email and cold calling based on strategy/contact lists outlined by leadership to obtain client buy-in and schedule kick-off calls. Host Kick-off calls with National clients to walk through CAST presentation and capabilities, understand client objectives, clearly outline goals, expectations, requirements and identify appropriate project timeline based on client flexibility or constraints. Partner with cross-functional teams including product and implementations to deliver a coordinated customer onboarding and adoption journey. Diligently adhere to project management process from initiation through completion via proper communication with CAST, designers, and relevant AM/IM stakeholders. Ensure non-CAST related client issues (e.g. contract questions, technical product support) are relayed accordingly to relevant stakeholders (e.g. Account Manager, Implementation Manager). Identify potential content offerings (e.g. white papers, video, webinars) and work alongside the Marketing Department to enhance client education of importance of adoption marketing to increase engagement and earn buy-in to collaborate with CAST. Assess the effectiveness and track customer adoption programs to continually adjust strategies and find new ways to drive greater engagement. Create action plans to address any adoption challenges and hotspots and work with product management to prioritize customer needs on the product roadmap. Maintains Care Assurance - after completion of CAST process, performs campaign assessment and provides quarterly (or semi-annual) outreach to outline capabilities for additional support and ensure client satisfaction. Qualifications & Requirements Experience working with Customer Success teams on SaaS B2B products 3-5 years of relevant marketing experience Prior experience creating and executing digital adoption and onboarding marketing programs Demonstrated record of working both independently and with a team to own cross-functional initiatives and exceed performance expectations & metrics Ability to mine data and translate into key themes and opportunities Data-driven with a proven track record of using metrics to make decisions Strong client management experience and relationship building skills Strong time management and organizational skills, with the ability to take initiative to solve challenges Excellent written communications and proofreading skills Ability to work in a fast-paced, entrepreneurial, results-oriented culture Strong collaboration acumen and ability to multitask BS degree in Marketing or related field Supervisory Responsibility
This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department. Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones. Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. Travel
Little to no travel is expected for this position. Education and Experience
[Indicate education based on requirements that are job-related and consistent with business necessity. See example below.] A bachelor's degree and three to five years of HR experience, or a master's degree in HR management and two years of experience in the HR field, or seven years of experience in the HR field, or any similar combination of education and experience. SHRM-CP or SHRM-SCP certification or ability to obtain certification within 12 months of hire date. Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. EEO Statement
Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment. Reasonable Accommodation
Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.
An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.