Product Adoption Specialist

We are seeking a highly motivated and influential Product Adoption Specialist to join our Customer Success team. The ideal candidate will possess exceptional written and verbal communication skills, a high degree of accountability, and a strong motivation to drive positive customer outcomes within our small business accounts that aren’t currently utilizing specific features that demonstrate ROI. In your role specializing in feature outreach,  you'll play a crucial part in helping our 6 month plus customers get the most out of our platform. You'll do this by actively engaging with them on usage of  specific features, offering product education, gathering feedback, and representing their needs within the organization.

This position will be hybrid, working 2-3 days in the office per week.

Responsibilities:

1. Product Education:
• Provide comprehensive product education to specific time-to-value features to customers, including conducting training sessions and consulting on best practices tailored to fit each customer’s individual use case. 
2. Product Usage Monitoring:
• Monitor customer usage patterns and engagement metrics following up from the current customer journey digital plays to identify opportunities for optimization and areas where additional support may be needed.
3. Feedback Collection:
• Gather feedback through surveys and other sentiments from customers regarding their experiences with our software, including likes, dislikes, feature requests, and areas for improvement.
• Systematically capture and document customer feedback and insights, and communicate them to internal teams to inform product development and customer experience efforts.
4. Customer Advocacy:
• Serve as a strong advocate for our customers within the organization, ensuring their needs, interests, and feedback are prioritized in decision-making processes and initiatives.
• Champion the voice of the customer across cross-functional teams, advocating for customer-centric strategies and initiatives that drive long-term customer success and satisfaction.

Qualifications:

• Proven experience in a customer-facing role, preferably within the SaaS industry.
• Proficiency in Salesforce, with a proven ability to effectively leverage Salesforce tools for managing customer interactions and tracking engagement
• Exceptional written and verbal communication skills, with the ability to articulate complex concepts clearly and effectively.
• Strong interpersonal skills, with the ability to build rapport and establish trust with customers.
• Highly motivated and results-oriented, with a track record of meeting or exceeding performance targets.
• Demonstrated ability to work independently, take initiative, and drive projects to completion.
• Excellent problem-solving skills, with the ability to quickly understand customer needs and provide creative solutions.
• High degree of ownership and accountability, with a commitment to delivering exceptional results and driving continuous improvement in customer success initiatives.
• Strong analytical skills with the ability to interpret data, extract meaningful insights, and formulate data-driven recommendations to guide customers towards achieving their desired outcomes.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and requirements.

Weave is an equal opportunity employer that is committed to diversity and inclusion. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process. If you have concerns, please reach out to recruiting@getweave.com and we’ll confirm if you’re engaging with one of our Weave teammates!