FocusKPI is looking for a Adoption Champions Program Lead/Customer Success Manager to join our client, a high-tech SaaS company. 

　　The Champion Programs team is responsible for building and maintaining champion engagement and enablement programs including the client's Community Leaders, Content Creators, Certified Professionals, and soon to be Adoption Champion programs.

　　As the Project Coordinator for the Champion Programs team you will work alongside the Senior Manager - Champion Programs, Program Leads, and Ambassador Program Manager team to effectively plan and execute against Champion engagement activation strategies.

　　Work Location: Remote: open to anywhere in US

　　Duration: 4 months

　　Pay Range: $50/hr to $58/hr

　　Responsibilities:

　　Program Strategy:

　　Contribute to the planning for a dedicated program for Adoption Champions within the customer accounts

　　 Cross-Functional Collaboration:

　　Collaborate with marketing, customer support, product, and other key teams to curate content for the program, and integrate program initiatives with broader company strategies

　　Act as a liaison between the Adoption Champions and the company, ensuring their voice

　　is heard internally

　　Program Member Engagement:

　　Develop initiatives to increase program participation, retention, and overall satisfaction

　　Foster a sense of belonging and connection among Adoption Champions including engagement guidelines, onboarding experiences, and systems of recognition and rewards

　　Help to build appropriate support systems to scale engagement for program members from the Community Management team and Ambassador Program Manager teams that consider economies of scale and intersection points between overall community engagement and other Champion programming

　　Program Operations:

　　Work alongside the Community Operations team to continually look for alignment opportunities with existing operational practices to build for scale

　　Oversee daily operations of the program

　　Maintain strong program documentation

　　Communications:

　　Own the planning, creation and delivery of communications to support awareness building of the program, and it’s members externally and internally

　　Develop regular reporting, self-serve dashboards and other helpful resources to be determined to communicate the ongoing performance of the program

　　Support internal enablement (i.e. Marketing roadshows, individual team level meetings, documentation and blogging)

　　Analytics, Reporting, and Insights:

　　Establish effective feedback loops to gather insights from both internal stakeholders, and Adoption Champions, incorporating feedback into program improvements

　　Provide regular reports on key metrics and insights to relevant stakeholders

　　Overall Responsibilities:

　　Check master schedule and work orders, establish priorities, and change schedule according to projects, work order specifications, priorities, and availability of workers, material, or equipment

　　Participate in meetings with clients and task members to determine progress of work and identify additional follow up needs 

　　Provide general administrative support including monitoring calendar, setting up meetings, making travel and/or meeting arrangements, entering time and filing expense reports

　　Compile reports concerning progress of work and downtime to distribute to personnel involved in project

　　Qualifications:

　　Bachelor's degree or equivalent experience/education (marketing, communications, business, etc.)

　　5-7 years of related experience

　　Possess basic level of Project Management skills

　　Experience as an account manager / customer service/ customer success manager

　　Experience from SaaS industry (adoption champion)

　　Community program experience is must to have 

　　Knowledge of  tools (like JIRA, Confluence or Trello) & high level of comfort with creating key-note and powerpoint presentations

　　Curation of content and resources

　　Familiarity with Salesforce experience

　　Strong analytical and problem solving skills

　　Written and verbal communication skills

　　Interpersonal skills to be able to interface effectively with a broad range of contacts from technical staff to senior management

　　Organizational skills with the ability to handle multiple concurrent activities and to work successfully under pressure

　　Analytical thinker, with ability to solve problems, can deal with ambiguity and requests for change

　　Stake-holder management experience is needed

　　Thank you!

　　FocusKPI Hiring Team

　　Founded in 2010, FocusKPI, Inc. (FocusKPI) is a data science and technology firm specializing in predictive analytics practice and methodologies. FocusKPI is a US company headquartered in Silicon Valley, California, with an East Coast office in Boston, Massachusetts.

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