Customer Adoption Consultant

United StatesRemoteFull-timemid

Other

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Adoption Consultant based in the United States.

Technical Tools

Other

The Customer Adoption Consultant helps enterprise customers successfully onboard, adopt, and realize value from an AI-powered logistics software platform. Working within a structured customer adoption framework, you will coordinate implementation activities, guide users through product training, and ensure customers make effective use of the solution in their daily operations. You will monitor adoption metrics, assess customer health, and turn feedback and usage data into actionable insights. Partnering with Customer Adoption Managers and cross-functional teams, you will help resolve challenges, support retention, and identify opportunities for deeper engagement. This role is ideal for an organized, customer-focused professional who enjoys combining project coordination, data analysis, and technology enablement in a collaborative global environment.

Coordinate customer onboarding activities from initial handover through first value, following established playbooks, templates, and governance processes.
Prepare and maintain project plans, kickoff materials, action trackers, meeting notes, weekly updates, risk logs, and customer documentation.
Facilitate working-level customer meetings and follow-ups, ensuring responsibilities, dependencies, and deadlines remain clear.
Coordinate customer data, provider information, and workflow requirements with Product Operations and technical teams, escalating readiness or quality concerns when needed.
Translate customer objectives into practical use cases, learning plans, adoption milestones, and success measures.
Deliver or coordinate product training, enablement sessions, standard operating procedures, and point-of-need guidance.
Monitor platform usage, engagement, and completion of agreed activities, identifying adoption barriers and recommending appropriate interventions.
Support customers in integrating the platform into their logistics, finance, and operational workflows.
Maintain accurate account records, adoption metrics, customer health indicators, progress updates, and evidence of delivered value.
Analyze customer feedback, product usage, and operational information to identify risks, needs, and improvement opportunities.
Prepare adoption review and executive meeting materials covering progress, outcomes, risks, actions, and next steps.
Capture approved customer testimonials, success stories, proof points, and referenceability signals.
Identify adoption risks and contribute to recovery plans under the guidance of the Customer Adoption Manager or account owner.
Recognize potential expansion opportunities and route them to the appropriate commercial or account lead.
Gather structured customer feedback and communicate actionable insights to Product, Engineering, and operational teams.
Support feature validation, user acceptance activities, and post-release feedback.
Maintain adoption playbooks, templates, SOPs, and knowledge resources, contributing ideas to improve processes and automation.
Apply consistent documentation, data governance, and quality standards while continuously developing product and logistics domain knowledge.

Requirements

~1 min read

Approximately 2+ years of experience in B2B SaaS customer success, customer onboarding, software implementation, consulting, project coordination, product operations, or a related customer-facing role.
Strong organizational and follow-through skills, with the ability to manage multiple stakeholders, deadlines, activities, and documentation.
Excellent written and verbal communication skills, including confidence facilitating customer working sessions and coordinating follow-ups.
Ability to use data and customer evidence to monitor adoption progress, identify issues, and prepare clear, concise updates.
Customer-focused problem-solving skills, with sound judgment to resolve routine issues and escalate significant risks appropriately.
Good Excel skills and the ability to learn SaaS platforms, collaboration tools, and operational workflows.
Ability to collaborate across teams while maintaining accuracy and attention to detail in a fast-paced environment.

Experience in logistics, transportation, supply chain, freight audit, finance operations, or other complex enterprise processes.
Background in software training, product adoption, customer enablement, or change communications.
Exposure to product analytics, business intelligence tools, SQL, or structured data validation.
Familiarity with AI-enabled software and the ability to explain analytical outputs to users.
A relevant degree or professional certification in Business, Project Management, Supply Chain, Data, or a related discipline.