Adoption Manager

We are Plexus, a fast-growing global legal tech business in an industry that is still at the early stages, and we’re on a mission to transform the value of legal services. Our innovative products are already loved by over 200 of the world’s leading brands including L’Oréal, Woolies, Coca-Cola, Lion and Nike. As we continue to grow our position in legal tech, we have big plans for our products' future, incorporating AI to drive further growth and innovation.

Plexus people are relentlessly curious and dedicated to challenging the status quo. We are client obsessed, we believe in being the best version of ourselves, we start with a growth mindset and positive intent. We set the bar high, are outcome-focused and avoid anything that gets in the way of achieving great results. We embrace change, as there are no maps for our journey ahead. This is an exciting opportunity for those who thrive in a dynamic and evolving environment.

We are seeking an Adoption Manager to join our dynamic team. This role will focus on delivering exceptional implementation experiences, driving customer adoption, and ensuring the success of customised solutions for our clients. If you are a proactive, detail-oriented professional with a passion for problem-solving and process improvement we would love to hear from you

**The role**
- Lead the end-to-end implementation of our solution in accordance with pre-defined processes for accounts within book of business
- Work closely with clients to understand their business requirements and translate them into detailed project plans and deliverables.
- Develop and maintain strong relationships with clients, acting as their primary point of contact throughout the implementation process.
- Guide clients through internal change management processes, leveraging best practices and supporting documentation.
- Support thorough testing and quality assurance checks to ensure high-quality deliverables.
- Diagnose and resolve customer issues with tailored solutions
- Conduct training sessions and workshops, for new customers focusing on scalable, impactful onboarding experiences.
- Monitor solution adoption and engagement within your book of business, providing additional product adoption support through re-adoption programs and specialised training as required.
- Collaborate with internal stakeholders to identify and implement process improvements within the implementation and adoption framework

**Your background**
- At least 2 years experience in SaaS implementation, project management, or customer success management
- Evidenced ability to manage multiple, complex projects simultaneously in a fast-paced environment.
- Ability to translate business challenges into actionable technical solutions.
- Exceptional attention to detail and focus on quality.
- Proficiency in project management tools (eg. Jira, Asana) and CRM platforms (eg. Salesforce). Experience with analytics tools like Power BI is a bonus.
- Excellent communication skills and stakeholder engagement.
- Willingness to work flexible hours 1-2 days a week, including early mornings to support US based customers.
- Strong analytical and problem-solving skills.
- Comfortable working autonomously while actively contributing to team goals and objectives.
- Familiarity with legal and compliance processes is an advantage.
- Experience working with developers in Jira also highly regarded

**Why Plexus?**

Take ownership: Manage processes and influence our growth goals.

Work at pace: We’re a growth start-up so we can build and iterate quickly.

Create difference: Identify and implement positive change.

Key role, massive impact: Be a key advocate and champion for us in the market.

Grow with us: Own your career path and influence Plexus' future.

Mentorship matters: Learn from a supportive and experienced manager.

Hybrid Work Model: Two days in, three from wherever

Career development: Many of our team members have been promoted from within