Adoption Manager
BE THE VOICE OF CUSTOMER GROWTH AND ADOPTION AT SISENSE
As an Adoption Manager at Sisense you will be a self starter and a leader, you will build technical and adoption content that will delight our customers. This opportunity will be the start of a community and repository of best practices for nurturing our customers with the right technical value, through the right channel at the right time.
Why should you join our team?
We are looking for an experienced CSM with a strong orientation for enablement who will join the Customer Experience (CX) team and will focus on leveling up the CSMs to drive adoption and increase value for their customers.
As a member of this global CX team, you will have the opportunity to play a key role in building, leading, executing and enabling the CSMs on strategic initiatives that will focus on leveraging Sisense solution and partnership to create business impact and value for their customers.
This is a highly collaborative role, which requires holistic view and deep understanding of the CSM challenges & pains, the customer’s methods to drive adoption and value, project management skills, coaching and enablement capabilities, execution and enforcement skills creativity, organization, prioritization, clear communication, stakeholder management and a passion for customer success.
You will be accountable for the full end to end cycle of requirements gathering, design, approval, implementation, enablement, enforcement & measuring success for these strategic initiatives (such as Value led framework, Success Plan, Customer relationship model, E2E and more…)
How You’ll Ramp-up:
By Day 30…
- You will have a deep understanding of the CSM main challenges and pains
- You will have clear understanding of what are the main customer’s challenges in driving business value
- You will start interacting with Sisense internal cross-functional teams (inside and outside CS) and get to know their challenges and how they impact the CSMs
- You will have a better understanding of CSM existing processes and technical challenges, tools, and technology
- You will be familiar with Value led and success plan methodologies and various tools used today
By 60…
- You’ll work with the CSM teams to obtain, organize, and develop creative ways to coach and leverage success stories, videos/enablement tools (like mindtickle) to share knowledge and provide real examples
- You will have good understanding of what needs to be done by the customers to drive more adoption and value
- You'll be able to review CSM requests and identify knowledge and processes gaps
- You will establish close relationships with the CSMs managers and CSMs so you will be able to convey their challenges, priorities and needs and have good idea on of how to help them overcome these challenges
By 90…
- You will own the adoption (value led framework) initiative from all aspects of requirement gathering, methodology, execution and tools, enablement, enforcement and measuring value & success.
- You will be the go to person for the CSMs for any question, coaching, knowledge gap and adjustment for the value led (adoption) program
- You will join customer calls from time to time to assist the CSMs in strategic discussions around Business Goals, Success Criteria and KPIs
- You will work closely with the internal and external teams (AEs/Product) to improve collaboration and increase adoption and value for the CSMs main processes, tools and knowledge
- You will onboard the new CSMs on the value led program
- You will evaluate the effectiveness of the value led program
- You will lead and create content to support the value led program
- You will be able to recommend automatic actions required to increase value and adoption by our customers
What You’ve Accomplished… So Far:
- You have 3+ years of proven experience in CSM role in the high-tech industry (preferred at Sisense or similar companies).
- You've developed enablement programs including tools and new methods like videos and advanced techniques.
- You've manage end-to-end projects including timelines, cost analysis, and working with multiple SMEs.
- You have experience in developing customer facing methodologies and complex projects.
- You've delivered training and new content to a wide range of audiences (new/experienced/manager’s level).
- You thrive in a dynamic, fast-paced, changing environment. And you have a natural curiosity and the ability to juggle between multiple tasks at the same time.
ABOUT SISENSE:
- We are a radically innovative BI company focused on redefining every aspect of business analytics.
- We’re an industry leader with more than 2,000 global customers, including Expedia, Flexport, Nasdaq, GE, Philips & Tinder.
- We’ve been recognized as a leading visionary in Gartner’s Magic Quadrant for Analytics and Business Intelligence.
- We’re on-boarding rapidly! We have over 750 employees with offices in San Francisco, New York, Tel Aviv, Scottsdale, Melbourne, Tokyo, London and Kyiv.
- We believe strongly in a data-driven approach to all that we do. We're constantly measuring and optimizing everything about the business.
- We’ve been recognized by Comparably, Glassdoor and Best Places to Work for our amazing company culture.