Director - Technical Adoption

25WD93021

Position Overview

The Global Director of Technical Adoption is a strategic leader responsible for driving customer adoption and success through world-class onboarding and coaching experiences. This role leads the global operations of technical adoption services-including Expert Coaching and Fast Track Onboarding-for Enterprise and Business subscribers.

In addition to overseeing service delivery and operations, the Director will own and evolve the catalog of Expert Coaching offerings, ensuring the content, design, and delivery meet diverse customer needs and drive measurable adoption outcomes. The leader will partner closely with Customer Success Leadership to ensure exceptional service quality and impactful customer outcomes.

Responsibilities

1. Leadership & Strategy

• Develop and execute the global strategy for Technical Adoption services, aligning with overall Customer Success and company objectives

• Define the vision and success metrics for customer onboarding, coaching, and adoption excellence

• Lead a high-performing global team delivering Expert Coaching and Fast Track Onboarding to Enterprise and Business subscribers

2. Catalog & Program Ownership

• Own the global catalog of Expert Coaching offerings, ensuring a curated, scalable, and relevant portfolio that meets evolving customer and business needs

• Collaborate with Product, Offerings Design, CS Learning, and Customer Success Management teams to design and continuously improve coaching content and delivery models

• Measure the effectiveness and impact of coaching programs on customer adoption and retention, using data to guide iteration and innovation

3. Operational Excellence

• Oversee global operations of adoption services, including resource management, capacity planning, and service delivery optimization

• Implement scalable processes, tools, and best practices to ensure consistent, high-quality experiences across all regions

• Drive operational efficiency, service consistency, and continuous improvement in delivery frameworks and playbooks

4. Customer Partnership & Outcomes

• Partner closely with Customer Success Leadership to align on customer engagement strategy and success outcomes

• Ensure onboarding and coaching programs directly contribute to faster time-to-value, improved product adoption, and measurable customer impact

• Monitor and report on adoption metrics, customer satisfaction, and outcome achievement to drive continuous enhancement of services

5. Cross-Functional Collaboration

• Collaborate with Product, Sales, Support, and Marketing to integrate customer feedback and ensure alignment on customer value realization

• Represent the voice of the customer in program design and operational decisions

6. Team Development

• Recruit, develop, and mentor a global team of technical adoption and coaching experts

• Foster a culture of accountability, innovation, and excellence in customer engagement

Minimum Qualifications

• 10+ years of experience in Customer Success, Technical Onboarding, or Professional Services leadership, with global team management experience

• Proven success in building and scaling customer-facing adoption or enablement programs

• Strong operational management background, including resource planning and global service delivery optimization

• Strategic thinker with demonstrated ability to design and deliver impactful customer programs

• Exceptional collaboration, communication, and leadership skills

• Bachelor's degree required advanced degree preferred

The Ideal Candidate

• Growth and impact of the Expert Coaching catalog

• Improved time-to-value and product adoption rates

• High customer satisfaction and service quality ratings

• Efficient resource utilization and operational scalability

• Increased customer retention and expansion driven by adoption outcomes

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Description du poste

Le Directeur mondial de l'adoption technique est un leader stratgique charg de favoriser l'adoption et la russite des clients grce des expriences d'intgration et de coaching de classe mondiale. Ce poste consiste diriger les oprations mondiales des services d'adoption technique, notamment le coaching d'experts et l'intgration acclre, pour les abonns Enterprise et Business.

En plus de superviser la prestation de services et les oprations, le directeur sera responsable du catalogue des offres de coaching d'experts et de son volution, en veillant ce que le contenu, la conception et la prestation rpondent aux divers besoins des clients et gnrent des rsultats mesurables en matire d'adoption.

Le responsable travaillera en troite collaboration avec la direction de la russite client afin de garantir une qualit de service exceptionnelle et des rsultats significatifs pour les clients.

Responsabilits

1. Leadership et stratgie

• laborer et mettre en uvre la stratgie mondiale pour les services d'adoption technique, en accord avec les objectifs gnraux de la russite client et de l'entreprise

• Dfinir la vision et les indicateurs de russite pour l'intgration, le coaching et l'excellence en matire d'adoption par les clients

• Diriger une quipe mondiale hautement performante qui fournit un coaching d'experts et une intgration rapide aux abonns Enterprise et Business

2. Proprit du catalogue et du programme

• tre responsable du catalogue mondial des offres de coaching d'experts, en garantissant un portefeuille slectionn, volutif et pertinent qui rpond aux besoins changeants des clients et des entreprises

• Collaborer avec les quipes Produits, Conception des offres, Apprentissage CS et Gestion de la russite client afin de concevoir et d'amliorer en permanence le contenu et les modles de prestation du coaching

• Mesurer l'efficacit et l'impact des programmes de coaching sur l'adoption et la fidlisation des clients, en utilisant les donnes pour guider l'itration et l'innovation

3. Excellence oprationnelle

• Superviser les oprations mondiales des services d'adoption, y compris la gestion des ressources, la planification des capacits et l'optimisation de la prestation de services

• Mettre en uvre des processus, des outils et des meilleures pratiques volutifs afin de garantir des expriences cohrentes et de haute qualit dans toutes les rgions

• Favoriser l'efficacit oprationnelle, la cohrence des services et l'amlioration continue des cadres de prestation et des guides pratiques

4. Partenariat avec les clients et rsultats

• Travailler en troite collaboration avec la direction de la russite client afin d'harmoniser la stratgie d'engagement client et les rsultats en matire de russite

• Veiller ce que les programmes d'intgration et de coaching contribuent directement acclrer la rentabilisation, amliorer l'adoption des produits et avoir un impact mesurable sur les clients

• Surveiller et rendre compte des indicateurs d'adoption, de la satisfaction des clients et de la ralisation des rsultats afin de favoriser l'amlioration continue des services

5. Collaboration interfonctionnelle

• Collaborer avec les quipes Produit, Ventes, Assistance et Marketing afin d'intgrer les commentaires des clients et de garantir l'alignement sur la ralisation de la valeur client

• Reprsenter la voix du client dans la conception des programmes et les dcisions oprationnelles

6. Dveloppement de lquipe

• Recruter, dvelopper et encadrer une quipe internationale d'experts en adoption technique et en coaching

• Promouvoir une culture de responsabilit, d'innovation et d'excellence dans l'engagement client

Qualifications minimales requises

• Plus de 10 ans d'exprience dans le domaine de la russite client, de l'intgration technique ou de la direction des services professionnels, avec une exprience en gestion dquipe internationale

• Succs avr dans la cration et le dveloppement de programmes d'adoption ou d'habilitation destins aux clients

• Solide exprience en gestion oprationnelle, y compris la planification des ressources et l'optimisation de la prestation de services lchelle mondiale

• Esprit stratgique avec une capacit avre concevoir et mettre en uvre des programmes clients percutants

• Comptences exceptionnelles en matire de collaboration, de communication et de leadership

• Licence requise diplme suprieur apprci

Le candidat idal

• Croissance et impact du catalogue Expert Coaching

• Amlioration du dlai de rentabilisation et des taux d'adoption des produits

• Niveaux levs de satisfaction client et de qualit de service

• Utilisation efficace des ressources et volutivit oprationnelle

• Augmentation de la fidlisation et de l'expansion de la clientle grce aux rsultats de l'adoption

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