Product Adoption Expert

1 day ago

Sydney, New South Wales, Australia beBeeImplementation Full time $80,000 - $120,000

About Us

SiteDocs is one of Australia's fastest growing SaaS companies and is listed by Gartner owned Capterra Software Review Site as the highest rated EHS Software on the planet.

We pride ourselves in creating innovative products that raise the standards of excellence in safety across multiple industries.

Why Work for Us?

  • A great team atmosphere
  • Room to grow; there is a career path available
  • Remote work option
  • Access to the best technology available

Job Description

An Implementation Specialist is designed to keep customers happy and paying by facilitating product rollout and driving adoption by helping customers realise value and achieve outcomes using our solutions.

The primary goal is to set up, train, assist, and motivate new customers in rolling out and adopting our solution across their company, preparing them for long-term success.

Ultimately, a customer's success is defined by the ongoing renewal of their subscription, and companies having achieved successful adoption early in the life-cycle have the highest probability of renewal.

Customer Happiness During the Rollout Phase

  • Works with assigned customers to ensure successful product(s) adoption
  • Provides in-person rollout to companies, when applicable
  • Facilitates all training webinars, including designing, scheduling, and presenting
  • Responds to and manages phone calls that come through personal line or support line
  • Teaches customers how to use our solution and how to achieve long-term, ongoing success
  • Addresses and finds solutions for customer product issues
  • Collects product feedback from customers and documents in Trello
  • Tracks activities and conversations with precision and efficiency in CRM

Revenue Generation and Renewal

  • Identifies, recommends and executes upsells, professional services, and tier increases when applicable

General

  • Provides suggestions on potential ways to improve processes, procedures, checklists, and other documentation
  • Executes on special projects given by leadership
  • Contributes to a culture of team building and continuous improvement

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