Customer Success - Solution Adoption Partner

At Eagle Point Software, we empower leaders in architecture, engineering, construction, product design, and manufacturing to transform their businesses by implementing learning and development best practices. We aim to help organizations create positive learning experiences to increase efficiencies and support employee growth.

We help clients unlock their teams’ potential with the knowledge to do their jobs better.

We prioritize the success of our clients and go above and beyond to ensure they have the power to create a differentiating factor that sets them apart. That power is an upskilled, knowledgeable workforce.

Job Description

The primary role of the Solution Adoption Partner is to manage and oversee strategic customer projects, ensuring customers achieve their goals through the effective adoption of our solutions and product offerings.

Responsibilities

• Lead, manage, and assist with solution adoption projects, ensuring timely delivery aligned with customer success and adoption plans
• Collaborate with customers to understand their objectives and define detailed onboarding plans that drive early value realization
• Assist customers in the identification and mitigation of software adoption barriers including but not limited to technical issues, communication issues, and cultural differences
• Partner and communicate effectively with the Customer Success Manager to keep the project aligned with customer goals
• Learn new releases and product functionality in preparation for the next onboarding and adoption projects
• Execute pre-sale pilot projects
• Provide demonstrations of the solution
• Lead calls, coordinate project tasks, establish and manage timelines and maintain project plan
• Hold all project resources accountable to the completion of tasks and meeting the timeline established
• Manage the internal resources (SMEs) and external resources (customer SMEs and champions) throughout the project
• Motivate and hold all project resources, including those within the client, accountable to the completion of tasks and meeting the timeline established
• Monitor progress and adjust as needed
• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments and progress
• Utilize industry best practices, techniques, and standards throughout entire project execution
• Measure project performance to identify areas for improvement

Requirements

• Bachelor’s degree or equivalent
• Ability to manage multiple implementation projects simultaneously
• Proven ability to influence others and lead customer engagements
• Desire to lead and enforce project tasks
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• Strong communication skills including the ability to work with all levels of an organization
• Proven ability to solve problems
• Strong familiarity with software tools, methodologies, and best practices in Customer Success and in Project Management
• Experience seeing projects through the full life cycle
• Strong interpersonal skills and extremely resourceful
• Proven ability to complete projects according to outlined scope, budget, and timeline
• Ability to manage multiple customers’ projects simultaneously
• Flexible Hours –expect calls and remote meetings early mornings and/or late evenings
• Travel

Physical Requirements

• Remaining in a stationary position, often standing or sitting for prolonged periods
• Communicating with others to exchange information
• Repeating motions that may include the wrists, hands and/or fingers
• Average hearing and visual acuity
• Able to use a phone and computer