Product Adoption Specialist

• Embed with client teams to understand how work actually happens
• Redesign workflows around AI
• Build momentum through short, focused engagements
• Co-create and ship assets teams actually reuse
• Use AI-assisted development tools as your default
• Build to reflect how the client actually operates
• Move people from 'I should use AI' to 'AI is my default first step'
• Build trust quickly with people who are sceptical
• Help define the conditions for lasting adoption

AI Adoption Specialist

• Maintain a working knowledge of all CSE areas of responsibility to provide seamless backup and contingency for team members during absences.
• Assist CSMs and senior stakeholders in the preparation for Quarterly Business Reviews (QBRs) and high-stakes client meetings.
• Proactively identify areas for process improvement within the CS function to support the team’s scalability goals.
• Any other ad-hoc duties as assigned.
• Lead the end-to-end onboarding journey for new and existing clients, ensuring rapid time-to-value and successful platform adoption.
• Own and maintain the library of digital training assets, videos, and self-service guides to facilitate a scalable, "low-touch" client experience.
• Co-create and deliver high-impact webinars and training sessions for new and existing clients,
• Drive the key performance indicators (KPIs) associated with onboarding speed, training completion rates, and initial value realisation.
• Monitor and analyse customer activity and campaign results to ensure clients are maximising the value of NQC products.
• Bridge the gap between customers and internal Product/Marketing teams by providing data-backed insights into feature requests and platform performance.
• Work closely with CSMs to interpret usage health scores and identify opportunities for deeper product integration.
• To interact closely with the NQC Service Delivery team, to gather, monitor and analyse campaign performance data and ongoing campaign strategy on a weekly basis through the duration of a client campaign.
• Support the wider CS team by managing day-to-day operations, including the triage and escalation of customer support tickets.
• Act as the custodian of the CRM (HubSpot), ensuring data is clean, accurate, and reflects the true state of the customer relationship.
• Develop and maintain internal reports and dashboards to provide the CSM team with actionable data insights and performance visibility.
• Manage the customer feedback and satisfaction (CSAT/NPS) processes to ensure service levels remain high across the department.

Customer Success Executive – Product Adoption, Usage

• Managing and developing multiple internal SharePoint sites across Euronet - keeping them current, improving the experience, and building new content and features where they’re needed.
• Actively gathering news and stories from teams around the world and turning them into content worth reading - you’ll need to be organised and proactive about drawing contributions out of busy people.
• Supporting other business segments with their own sites - advising, building and improving as a collaborative resource for the wider business.
• Taking ownership of the AI Champions Programme from its earliest days - refining how it works, building its rhythms and processes, and growing engagement across the business over time.
• Assigning and supporting AI Champions globally - helping them understand their role, feel connected, and bring their teams along with them.
• Documenting and sharing good AI use cases - finding real examples from across the business, capturing them clearly, and promoting them in ways that inspire rather than instruct.
• Being a visible, approachable presence on AI across Euronet - not an authority figure, but a curious and knowledgeable colleague who helps people find their own way in.
• Be part of the ongoing Collaborative Marketing Virtual Team, working with people across the business to support their individual local marketing needs and support where required.

Engagement Manager, AI Adoption

• Work with the Change & Adoption Lead to iteratively roll out the Technology Transformation Agile Change Management approach
• Develop and lead a single view of change across the Tech function, showing the cumulative and collective impact of change
• Responsible for day to day engagements across all key partners and audience groups within M&S Digital & Tech, sharing our transformation journey, inspiring change and new ways of working, to ensure that the team is engaged, aware, informed and driven to action.
• Tailoring our approach to key audience groups and compose a messaging and channels plan effective for a variety of communication types and colleagues.
• Work with the Change & Adoption Lead to identify, baseline and track Change Management objectives and key results that drive the Tech function

Change & Adoption Manager

• Owning engagement for Mazlan free-trial customers within your assigned region
• Managing a portfolio of trial accounts from activation through to conversion
• Delivering structured onboarding sessions, demos, and regular check-ins
• Understanding customer workflows and tailoring guidance to their specific needs
• Proactively identifying and addressing barriers to adoption
• Translating Mazlan’s capabilities into practical use cases
• Monitoring trial health and flagging at-risk accounts early
• Sharing customer feedback and insights with teams

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AI Adoption Specialist

Customer Success Executive – Product Adoption, Usage

Engagement Manager, AI Adoption

Change & Adoption Manager

AI Adoption Manager