Technical Adoption Specialist

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

📋 Description

• Act as a primary liaison connecting customer business objectives with Presidio’s services and solution architectures.

• Collaborate with sales, delivery, operations teams, customers, and manufacturing partners.

• Lead strategies for the long-term adoption and expansion of software subscriptions.

• Conduct regular Adoption Reviews and promote technology Use Cases for lifecycle adoption services.

• Enhance customers’ anticipated ROI for software investments.

• Facilitate Solutions Planning and enhance operational readiness and performance.

• Maintain expertise in subscription software options and provisioning processes, specifically focusing on Cisco Enterprise Security.

• Document workflows related to provisioning and lifecycle management while identifying opportunities for process improvements.

• Boost the uptake of purchased services to facilitate renewals, referrals, and expansion opportunities.

• Collaborate with account teams ahead of subscription renewals, providing insights on usage, customer issues, upsell opportunities, and billing information.

• Ensure customers fully leverage relevant solution functionalities and features throughout the project lifecycle.

• Promote knowledge and adoption of products, services, and software.

• Create customer adoption strategies and address obstacles to customer success.

• Identify opportunities for cross-selling and upselling, working together with account teams on submissions and tracking.

• Innovate new customer adoption techniques, service packages, and offerings.

⛳️ Requirements

• Ability to perform or demonstrate a foundational understanding of IT financial modeling, including ROI and TCO estimation.

• Preferred understanding of system and solution architectures.

• Capability to quickly achieve Cisco Customer Experience Professional Level Certification(s).

• Experience with Gainsight Customer Success Management Platform or a similar CSMP/CRM is preferred.

• Demonstrated technical problem-solving and design skills.

• Exceptional communication skills with the ability to customize messages for relevant audiences.

• Advanced writing skills for business cases, project solution charters, impact analyses, high-level architectures, and planning-level requirements.

• Proficient presentation skills suitable for both executive and technical audiences.

• Strong listening skills and purposeful questioning abilities for interviews and workshops.

• Understanding of Consulting Services models and metrics, including utilization goals, project GP, and bill rates.

• Ability to clearly and effectively convey technical concepts in both written and oral formats.

• Resourceful with the capacity to research and consult various sources to resolve customer issues with minimal guidance.

• Bachelor’s degree or equivalent experience and/or military background.

• A minimum of 3 years of experience in Customer Service / Customer Success with significant customer-facing responsibilities.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations for individuals with disabilities.

• Veteran employment support and priority referrals.