Evolve Service Cloud "Adoption Paths": Analyze usage patterns across our most successful Service Cloud customers to identify the specific feature combinations (e.g., Knowledge + Omni-Channel + Einstein) that drive high retention and agent productivity.
Friction Analysis & Resolution: Lead deep-dive research into stalled implementations to categorize common "failure modes" and then design programmatic interventions to solve them at scale.
Release-Based Adoption Strategy: Proactively analyze Service Cloud roadmaps to identify high-value opportunities and create the strategy for how we encourage customers to adopt new innovation immediately upon release.
Digital Strategy Partnership: Partner with our Digital Success teams to translate your research into automated guidance, providing the subject matter expertise needed to digitize our success methodology.
Drive Roadmap Adoption: Ensure that as new Service Cloud features drop, we have a clear plan for how to drive their usage so we can keep customers on the cutting edge of the platform.
Scale Success: Move our adoption strategy from relying solely on CSMs to utilizing data-backed recommendations that inform our digital channels and scaled programs.
Operationalize Value: Create the frameworks that allow customers to measure not just usage (e.g., "we set up the console") but outcomes (e.g., "we reduced case resolution time by 20%").
Empower the Field: Equip our field teams with the data-backed playbooks and narratives they need to drive healthy adoption conversations with Service leaders.

Requirements

8+ years in Management Consulting, Strategy, or Customer Success roles, ideally with a focus on B2B Service/Support operations
Strategic Problem Solving: Proven ability to generate strategic insights that drive measurable business outcomes, moving beyond data reporting to actionable recommendations.
Service Operations Fluency: Familiarity with the metrics that matter to Service leaders (Average Handle Time, First Contact Resolution, CSAT/NPS) and the operational challenges of running a contact center.
Adoption Architect: Experience taking a complex technical product and breaking it down into a step-by-step maturity model or success methodology.
Data-Driven Mindset: Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data (SQL/Tableau proficiency is a plus).
Curiosity & Empathy: A strong desire to "learn the struggle" and interview frustrated admins/business users to get to the root cause of adoption blockers.
Preferred Qualifications: MBA or advanced degree in business, analytics, or related field. Experience with Service Cloud, Contact Center as a Service (CCaaS), or Workforce Management (WFM) technologies. Proficiency in data visualization tools (e.g., Tableau, CRM Analytics).

Benefits

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

strategic problem solvingdata analysisadoption architecturedata visualizationSQLTableauframework developmentmetrics analysisprogrammatic interventionsfeature adoption strategy

Soft Skills

curiosityempathyanalytical skillscommunicationleadershipstrategic insightsproblem-solvingcollaborationcustomer engagementadaptability

Certifications

MBAadvanced degree in businessadvanced degree in analyticsadvanced degree in related field