Product Adoption Specialist – Platform
Salesforce
full-time
Posted on:
Location Type: Hybrid
Location: Indianapolis • Texas • United States
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About the role
- Analyze usage patterns across our most successful customers to identify the specific feature combinations that drive high retention and agent productivity
- Lead deep-dive research into stalled implementations to categorize common "failure modes" and then design programmatic interventions to solve them at scale
- Proactively analyze Platform roadmaps to identify high-value opportunities and create the strategy for how we encourage customers to adopt new innovation immediately upon release
- Partner with our Digital Success teams to translate your research into automated guidance, providing the subject matter expertise needed to digitize our success methodology
- Ensure that as new Platform 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
- Move our adoption strategy from relying solely on CSMs to utilizing data-backed recommendations that inform our digital channels and scaled programs
- Create the frameworks that allow customers to measure not just usage but outcomes
- Equip our field teams with the data-backed playbooks and narratives they need to drive healthy adoption conversations with Platform 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
- Platform Operations Fluency: Familiarity with the metrics that matter to Platform leaders
- 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.
- MBA or advanced degree in business, analytics, or related field (preferred)
- Experience with Platform and familiarity with impacts to Sales/Service clouds (preferred)
- Proficiency in data visualization tools (e.g., Tableau, CRM Analytics) (preferred)
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 architectureframework developmentmetrics analysisSQLTableaudata visualizationcustomer success methodologyB2B service operations
Soft Skills
curiosityempathyanalytical skillscommunicationstrategic insightsproblem-solvingcollaborationleadershipadaptabilitycustomer engagement
Certifications
MBAadvanced degree in businessadvanced degree in analyticsadvanced degree in related field