Customer Adoption Specialist

For over two decades, NIC Partners (Employee built/Employee owned) has dedicated our expertise and commitment towards enhancing the digital and physical security of K-12 educational campuses in Southern California. NIC Partners offers a great benefit package that includes medical, dental, vision, 401k,11 paid holidays, and vacation.

Job Purpose:

The Customer Adoption Specialist will be the main point of contact for Onboarding of new customers and ensuring success with their journey of adopting and integrating product and service into their operations. They will ensure that customers not only use the product but also maximize its benefits, ultimately fostering a long-term relationship. This is a hybrid position.

The Customer Adoption Specialist MUST:

• Provide a positive “Can-Do” attitude and show positivity through teamwork.
• Respond to employee inquires in-person, over the phone and via email.
• Exhibit extraordinary discretion, confidentiality, flexibility, and willingness to work closely with our team.

Essential Job Functions:

• Develop Tailored onboarding plans based on the specific needs and each customer
• Hands on Support
• Performance Monitoring
• Customization and Integration

Responsibilities/Duties

• Provide one-on-one support during the onboarding process, addressing customer questions and concerns
• Offer real-time guidance to trouble shoot any issues encountered during the initial set up
• Track customer progress during the onboarding phase and proactively intervene if any challenges arise
• Gather feedback on the onboarding process to continually refine and improve procedures
• Conduct in-depth consultations with customers to understand their business objectives and how the product can align with these goals
• Propose and implement customization options that cater to the unique needs of each customer
• Serve as the go-to expert for product integration, collaborating with technical teams to ensure seamless integration into existing systems.
• Utilize analytic tools to track customer usage patterns and identify areas of high and low engagement
• Generate reports and insights to share with both internal teams and customers
• Proactively reach out to customers with recommendations on how to optimize their usage based on analytics
• Conduct strategic check in meetings to understand evolving customer needs and challenges.
• Implement a structured escalation process to handle critical issues promptly and timelines for issue resolution

Experience/Education:

• Bachelor’s degree in business administration, marketing, communications, or a related field.(Or equivalent work-related experience)
• Proven experience in customer success, account management, or a similar customer-facing role.
• Excellent communication and interpersonal skills, with ability to build rapport and trust with customers.
• Strong problem-solving abilities, with a focus on delivering creative solutions to customer challenges.
• Familiarity with CRM systems and customer support tools.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
• Analytical mindset, with the ability to interpret data and translate insights into actionable reactions.

The successful candidate will need to pass a background check and drug screen.

Knowledge/Skills/Abilities:

General: Ability to multi-task, prioritize, organize, solve problems, and complete tasks independently with little supervision required; ability to follow verbal and written instructions; ability to maintain confidentiality related to sensitive company and employee information.

Technical: Excellent understanding of PC and standard Office software and hardware.

Personal: Excellent written, oral, and interpersonal communication skills; ability to present ideas in business-friendly and user-friendly language; ability to effectively prioritize and execute tasks in a high-pressure environment.

Communication: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Reasoning: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Mathematical: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to apply concepts of basic algebra and geometry.

Computer: Ability to proficiently use computer software programs and related computer applications, Outlook, Excel and other Microsoft Office applications and other industry-specific technology tools used within the organization. Willingness to learn additional software applications.