Technical Adoption Specialist

6 months ago

Sydney, Australia emarsys eMarketing Systems Full time

**Position**

**Technical Adoption Specialist**

**Department**

Professional Services

**Reports to**

Director of Professional Services

**Stand-in**

Head of Technical Adoption

**Overall purpose and objectives**

The rising expectations of today’s digital consumer has led to marketers turning to technology for help in delivering the ‘personal touch’ at scale across multiple channels. As technology capabilities have grown, it has resulted in a widening gap between implementation and adoption of functionalities.

The Technical Adoption Specialist works in conjunction with the Client Success Manager (CSM) and is taking a lead role in driving adoption. The role is seen as an expert authority on the Emarsys platform, they will be a thought leader within the Client Services organization and will support our Clients in the way they use our platform.

You will be analyzing Clients’ requirements, understand their goals, monitor Client adoption and usage of our platform and services and contribute in churn reduction by making sure our platform sits at the core of their Customer Engagement Marketing

Your technical know-how and customer facing skills will enable you to provide professional advocacy and deliver personalized technical guidance to demonstrate how our technology and services can drive business results, as well as guiding our Clients to get the most out of their investment in our Client Engagement Platform to ultimately drive Client Adoption.

**Main tasks and duties**
- Collaborate with assigned CSM to discover, assess and understand customer marketing objectives, map those back to Emarsys driven solution, and promote Value and ROI through adoption and usage of our solutions.
- Understand the technical impact of a customer’s custom developed solutions or integrations and how this may impact future projects.
- Monitoring of Client adoption and usage of our platform and services and proactively identify potential areas of concern for customers.
- Use your knowledge of digital marketing best practices to collaborate with customers on the development of a personalized adoption roadmap
- Client meeting/call participation to drive adoption and solution driven discussions for cross-sell opportunities, perform roadmap presentations, deliver technical guidance and demonstration of best practices on adoption.
- Understand any change in requirements on the client side and coordinate between Client, Implementation and the Product Team.
- Translation of functional and non-functional requirements into a solution design document. Requires a strong understanding of the customer’s existing solution architecture (including custom solutions or integrations) and ability to scope enhancements and new add-on products with accuracy.
- Act as the technical liaison between the customer and support when necessary to facilitate efficient resolution of technical support issues.
- Translation of Strategic Services marketing objectives into actionable adoption / roadmap deliverables for the customer.
- Stay up-to-date on new releases / product launches
- Collaborate with clients and the respective CSM to develop adoption roadmaps to implement system changes, new features and 3rd party platform enhancements.

**Further tasks**
- Stay up to date with industry trends/updates and 3rd party integrations.

**General requirements**
- A highly energetic individual with a passion for technology and everything digital experienced in a results driven role.
- Strong technology skills. You should be able to do complete product demonstrations and credibly discuss technical topics such as data integration, XML APIs, etc.
- Hands on knowledge on database structure and software architecture.
- Knowledge the online marketing space.
- Customer facing experience in a technical role.
- Strong business requirements analysis skills.
- Client advocate for product enhancement process.
- Strong Project Management, communication and problem-solving skills.
- Comfortable in a fast-paced, high-growth environment.
- Positive attitude and confidence in presenting to large groups of people.
- Proficiency in local language and English is a prerequisite.
- Process and task oriented; very organized and diligent.
- Self-motivated but able to work as part of a team.
- Thorough knowledge of MS Office software (e.g., Project, Access, Excel, Word, Power Point).

**Work environment**
- Office based with travel elements for Client meetings.

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