Posting Type
Hybrid
Job Overview
The Director of Product Adoption Services oversees the successful adoption of products by our customers by leading an organization of product adoption consultants and expert project consultants to set customers up for long-term growth and success out of the gate with new and existing products.
This leader will develop innovative approaches to achieve adoption across customer personas & use cases, while driving consistency and standardization in the way we activate customers.
This role owns the design and continuous improvement of product adoption journey that delivers clear return on investment to customers and systematically unblock blockers to adoption. This role is a core leader of our company’s evolution as a multi-product company.
Core to success in this role is developing and evolving a deep understanding of customer success across personas, segments and core use cases within the customer base. The leader will take ownership for identifying, categorizing and overcoming blockers to adoption by employing an analytical and agile approach to determine the most effective methods to overcome adoption blockers. This leader will measure themselves and their team against the success of the customers they consult, paying close attention to rapid time to value, usage / rate of adoption and key challenges both early in the customer journey and later, constantly evaluating changes to activation and enablement.
This leader partners closely with product management, sales, pre-sales, and support, delivering structured insights around friction in the customer adoption process and collaborating on opportunities to achieve best in class time to value through lowering the bar to activation, and driving adoption of products ahead of company targets.
Job Description and Requirements
- Create and evolve a consistent and scalable approach for product adoption consultants to leverage when planning for and scoping adoption engagements. Drive robust frameworks for selecting different adoption approaches, promote agility and time to value focus in terms of early customer wins, starting with highest value products / services / use cases / modules for the customer.
- Drive consistency of execution with adoption consultants across different customer segments and product / use case areas. Be an internal and external champion of healthy, high performant deployments that set the customer up for a high performing product experience and put the broader customer organization in the best place to support and drive success.
- Be the key “unblocker” of customer activations and point of escalation for all off track adoption journeys, stepping into the detail to re-align where needed.
- Define and deliver against robust “definitions of done” focused on customer readiness / access to value and tailor approaches to hand-off with customer success and support.
- Integrate with the broader GTM motion and pipeline cadence to enable a deeply data driven approach to capacity planning for customer adoption. Deeply understand adoption timelines across segments and use case mix to drive staffing levels that deliver against our desired customer outcomes while seeking to manage overall implementation costs / resource levels / utilization.
- Develop a robust system of measurement around adoption velocity and stage progression. Partner closely with product teams to surface insights by segments and use cases highlighting the core product / customer circumstances that drive complexity / timeline in achieving rapid customer time to value and high return on investment.
- Play a customer facing role, including in pre-sales to position our adoption approach for the most large, strategic, complex prospects.
- Attract and retain top talent. Coach, develop, and mentor an organization driving a culture of user and customer first orientation and high performance.
- 8+ years of product and/or customer management experience, preferably within a SaaS organization
- 4+ years of management experience
- Strong understanding of customer success management, business strategy, and community enablement
- Proven track record of success in identifying customer needs and implementing long-term solutions in a SaaS environment
- Experience utilizing metrics to make data-driven decisions
- Ability to build rapport and trust with customers, internal stakeholders and leadership
- Dynamic leadership and interpersonal skills, including persuasion, coaching, facilitation and conflict resolution.
- Experience in the e-discovery industry.
- Experience interacting with senior management.
- Experience with the full lifecycle of technology, including guiding and ensuring technology direction and evaluation.
- Ability to plan staffing levels and perform managerial evaluations and assessments.
- Experience driving solutions to extremely complex problems.
- Full knowledge of and adherence to ITIL standards and best practices.
- In-depth knowledge of Agile project development methodologies.
- Ability to manage multiple projects simultaneously and prioritize based on company and team objectives.
- Ability to work efficiently under pressure, drive projects to completion and meet deadlines.
- Flexibility and the ability to adapt quickly to shifting company or team goals.
- Strong business and technical acumen, including problem-solving and critical thinking.
- Solid executive presence with excellent communications and operational instincts.
Relativity is committed to competitive, fair, and equitable compensation practices.
This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.
The expected salary range for this role is between following values:
$164,000 and $246,000
The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.
