At a Glance
- Tasks: Lead customer adoption and engagement for enterprise accounts, driving AI-powered workflows.
- Company: Join Ironclad, a leader in innovative SaaS solutions with a focus on customer success.
- Benefits: Enjoy flexible vacation, health insurance, and generous parental leave.
- Other info: Collaborative environment with opportunities for professional growth and development.
- Why this job: Make a real impact by transforming enterprise technology adoption and enhancing customer value.
- Qualifications: 5+ years in Customer Success or Technology Consulting with strong SaaS and AI knowledge.
The predicted salary is between 51750 - 63250 £ per year.
The Ironclad Adoption Strategist (AS) is a strategic role designed to accelerate customer adoption, increase user engagement, and maximize the business value of an organization's Ironclad investment. The Adoption Strategist is Ironclad's primary customer-facing owner for enterprise and strategic accounts, responsible for leading customers from the first presales service engagement through foundational adoption.
Working cross-functionally with Customer Value, Product, Sales, and Engineering teams, the Adoption Strategist develops adoption frameworks, accelerates user engagement, and designs implementation and adoption paths that are designed from the start to activate AI-powered workflows and deliver measurable outcomes that support long-term customer success.
- Partner with executive stakeholders to define business objectives, adoption strategies, and success metrics.
- Develop and execute adoption roadmaps that accelerate user engagement and business value realization for Ironclad's enterprise and strategic customers.
- Translate Ironclad's AI capabilities and evolving product motion into language and a delivery plan that resonates with executive stakeholders.
- Partner closely with Contract AI Services to ensure that implementation and AI configuration work is designed to support the customer's long-term adoption path.
- Own project execution end-to-end: manage timelines, track deliverables, identify and elevate risks, and maintain stakeholder alignment across internal and customer teams.
- Manage escalations with confidence - reset expectations, realign stakeholders, and resolve scope conflicts without waiting for leadership to intervene.
- Contribute to the improvement of delivery methodology, scoping playbooks, and adoption frameworks that scale the function's effectiveness over time.
- Monitor adoption metrics, customer health, and business outcomes; recommend continuous improvements based on data and customer feedback.
- Collaborate across Customer Success, Professional Services, Product Management, Sales, Marketing, and Engineering to ensure a seamless customer experience and identify opportunities for growth and expansion.
- Stay current on emerging AI technologies, SaaS capabilities, and industry best practices to continuously enhance customer value.
Benefits include dental and vision insurance, 401K, wellness reimbursement, flexible vacation policy, generous parental leave for both primary and secondary caregivers, work from home opportunities, and health insurance.
The ideal candidate possesses a strong consulting mindset, exceptional communication skills, experience leading enterprise transformation initiatives, and deep knowledge of SaaS platforms, AI technologies, organizational change, and customer adoption methodologies.
- Bachelor's degree in Business, Information Systems, Computer Science, Organizational Development, or a related technical field.
- Strong understanding of SaaS platforms, AI technologies, organizational change management, and customer success methodologies.
- Experience using adoption metrics and analytics to measure customer success and business outcomes.
- 5+ years of experience in Customer Success, Professional Services, Technology Consulting, Digital Transformation, Change Management, or Enterprise SaaS adoption.
- Experience leading enterprise technology adoption or digital transformation initiatives.
- Experience working with large enterprise customers and executive leadership teams.
- Demonstrated ability to influence executive stakeholders, facilitate cross-functional collaboration, and communicate complex concepts to both technical and business audiences.
Senior Adoption Strategist/Engagement Manager (EMEA) employer: Ironclad
Ironclad is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. With a strong emphasis on employee growth, we offer tailored development opportunities and encourage team members to contribute their insights to shape our products. Our hybrid work model ensures flexibility while maintaining a vibrant office environment, making it an ideal place for professionals seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Adoption Strategist/Engagement Manager (EMEA)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ironclad. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ironclad before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Adoption Strategist/Engagement Manager (EMEA)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ironclad:Your cover letter is your chance to shine! Tell us why you want to work at Ironclad specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ironclad!
How to prepare for a job interview at Ironclad
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
