Technical Adoption Associate

vor 4 Wochen

Berlin, Deutschland emarsys eMarketing Systems Vollzeit

The Global Adoption Team exists to help our clients maximize the value of their investment in the SAP Emarsys products they own. We assist clients in orchestrating these owned products to achieve their desired Business Goals, Objectives & Key Results as measured by clients Key Performance Indicators (KPI’s).

The Global Adoption Associate will have two main areas of focus:

- Creating client facing interactions and engagements that are scalable, repeatable, and impactful to our clients use of the Emarsys Platform to drive business value.
- Optimizing Operational efficiencies: Managing operations and processes related to client success, working closely with cross-functional teams to drive efficiency and improve client satisfaction. This role requires strong analytical skills, attention to detail, and the ability to multitask in a fast-paced environment.

Main tasks and duties
- Collaborate with the entire Global Adoption team to ensure smooth delivery of services to clients & develop engagements that continue to serve customers.
- Manage and resolve client issues or concerns efficiently and effectively.
- Onboard new clients by providing recommendations for product training and develop the concept of Learning Paths for clients.
- Continuously improve client success processes and workflows to drive efficiency and effectiveness.
- Create 1:Few & 1:Many Programs that serve our clients in the Digital Client Success space.
- Develop Client Listening Survey to understand key areas clients need guidance and assistance in (e.g. CSAT survey).
- Connect Clients to 1:Many webinars to educate clients on product features, functionality, and best practices.
- Collaborate with our technical teams to address any technical issues or challenges that arise during the adoption process.
- Collaborate with internal partners such as Product Enablement & Training to create learning journeys for clients.
- Provide ongoing client support and assistance, ensuring that clients are continuously satisfied with our products and solutions.
- Keep up-to-date with industry trends (i.e. Retail) and advancements in technology to provide valuable insights and recommendations to clients.
- Track and report on adoption metrics and progress, identifying areas for improvement and implementing strategies to drive increased adoption rates.

Further tasks
- Collaborate with cross-functional teams to develop and implement client success strategies and initiatives.
- Analyze client data and provide insights to improve client retention and satisfaction.
- Manage and maintain client success tools and systems, ensuring accurate and up to date information.
- Assist in the development and optimization of client onboarding and training programs.
- Conduct client satisfaction surveys and analyze feedback to identify areas for improvement.
- Develop and maintain client success metrics and KPIs to measure performance and success.
- Assist in the creation of client success documentation, including playbooks and training material.

General requirements
- Bachelor's degree in a technical field or equivalent practical experience.
- Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical audiences.
- Proven experience in client-facing roles, preferably in a technical or software-related environment.
- Excellent problem-solving and troubleshooting skills, with the ability to quickly identify and resolve technical issues.
- Self-motivated and proactive, with the ability to work independently and collaboratively in a fast-paced environment.
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Ability to adapt to changing priorities and handle multiple projects simultaneously.

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