Customer Adoption Consultant

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee designated customer onboarding processes from transition to first value using established playbooks, templates, and governance.

• Develop kick-off documentation, project timelines, action trackers, weekly reports, meeting notes, risk logs, and customer-related materials.

• Conduct customer meetings at the working level and manage follow-ups, ensuring clarity on ownership, dependencies, and deadlines.

• Coordinate customer data, provider information, and workflow inputs with Product Operations and technical teams.

• Convert customer objectives into actionable use cases, learning plans, milestones, and metrics for success.

• Provide or coordinate product training, enablement sessions, standard operating procedures (SOPs), and on-demand guidance.

• Track usage, engagement, and completion of assigned activities; address obstacles and suggest corrective actions.

• Assist customers in integrating the platform into their regular logistics, finance, and operational processes.

• Keep account records, adoption metrics, health signals, progress updates, and evidence of value current.

• Evaluate customer feedback, product usage, and operational data to pinpoint risks, needs, and opportunities for improvement.

• Prepare materials for adoption assessments and executive meetings.

• Document customer testimonials, proof points, success stories, and referenceability indicators with the necessary approvals.

• Identify adoption risks and contribute to recovery strategies.

• Spot potential expansion opportunities and direct them to the relevant lead.

• Collect structured customer feedback and convert it into actionable insights for Product, Engineering, and operational teams.

• Facilitate feature validation, user acceptance testing, and post-release feedback.

• Ensure playbooks, templates, SOPs, and knowledge resources are accurate and current.

• Share insights gained and propose enhancements to processes and automation.

• Maintain consistent quality, data governance, and documentation standards.

• Develop product and logistics domain knowledge and share insights with team members.

⛳️ Requirements

• At least two years of experience in B2B SaaS customer success, onboarding, implementation, consulting, project coordination, product operations, or a similar customer-facing position.

• Exceptional organizational skills and follow-through, with the capability to manage actions, deadlines, documentation, and various stakeholders.

• Excellent written and verbal communication skills, with the confidence to lead working sessions with customers.

• Ability to leverage data and customer insights to track progress, identify challenges, and prepare clear updates.

• Customer-centric problem-solving skills with the discernment to address routine issues and escalate significant risks as needed.

• Proficient in Excel and comfortable learning SaaS platforms, collaboration tools, and operational workflows.

• Capacity to collaborate across teams while maintaining accuracy in a dynamic environment.

• Background in logistics, transportation, supply chain, freight auditing, finance operations, or another intricate enterprise process is a plus.

• Experience in delivering software training, adoption initiatives, or change communications is advantageous.

• Familiarity with product analytics, business intelligence tools, SQL, or structured data validation is preferred.

• Experience with AI-enabled software or explaining analytical results to users is beneficial.

• A relevant degree or professional certification in business, project management, supply chain, data, or a related field is preferred.

🏝️ Benefits

• Flexible and hybrid work arrangements.

• Inclusive workplace culture and community engagement.

• Environment focused on sustainability.

• Opportunity to operate in a global and diverse setting.

• Access to training, enablement sessions, SOPs, and on-demand guidance.

• Opportunities for professional knowledge sharing and development.