Product Adoption Specialist

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TheProduct Adoption Specialistis the customer-facing role responsible for driving value and adoption of our cutting-edge product portfolio. This hybrid role ensures a seamless transition from sale and/or implementation to activation leveraging deep product knowledge(including AI models and prompt engineering) with exceptional coaching skills. The primary goal is todrive customer engagement increase product stickiness and act as a critical retention layerby guiding customers to achieve measurable business outcomes with our AI capabilities.

KEY RESPONSIBILITIES

• AI onboarding support: Deliver clear practical onboarding sessions that help customers understand the core AI features and begin using them in their daily work.

• Product knowledge: Maintain a solid working understanding of our AI products including key features common limitations and typical customer use cases.

• Customer follow-ups: Check in with customers after onboarding to answer questions help with basic workflow setup and confirm they are getting initial value from the AI tools.

• Educational content creation: Produce straightforward user-facing materials such as short guides tutorials and examples that help customers understand how to use AI features effectively.

• Usage support: Monitor usage indicators and reach out to customers showing early signs of low engagement to offer help or clarify how to use specific capabilities.

• Customer feedback collection: Capture recurring questions issues and enhancement requests from customers and share them with the Product team in a clear organized way.

• Relationship building: Build positive working relationships with customer contacts by being responsive reliable and helpful in guiding them through routine AI usage.

• Internal enablement assistance: Support internal teams by explaining new features and sharing practical examples of how customers are using the AI tools.

• Feature testing participation: Help test new AI features by trying them in typical customer scenarios and sharing observations and basic feedback.

• Customer event participation: Assist with workshops webinars or training sessions as a knowledgeable contributor representing the AI product area

KNOWLEDGE SKILLS & EXPERIENCE

Experience

• 4 years in customer-facing roles such as Customer Success Product Support Training Implementation or similar.

• 2 years working with SaaS products preferably onboarding enablement or user adoption functions.

• 1 year working directly with AI-enabled tools or software platforms (e.g. using AI features configuring workflows or helping customers understand AI-assisted capabilities).

Required Skills & Knowledge

• Able to explain product features and workflows in clear simple terms for a broad range of users.

• Skilled at running training sessions walkthroughs or basic product demos.

• Ability to learn AI product features common limitations and typical use cases and to translate them into practical guidance.

• Comfortable helping customers troubleshoot routine usage issues and identify straightforward ways to improve adoption.

• Ability to produce basic how-to guides short tutorials and easy-to-follow examples.

• Capable monitoring usage indicators documenting customer interactions and escalating issues when needed.

• Able to build trust through reliability responsiveness and consistent follow-through.

Desired Skills & Knowledge

• Familiarity with AI concepts such as prompts model behavior or common AI application patterns (at a practical user level not deep technical expertise).

• Experience with SaaS analytics tools for tracking usage and adoption.

• Exposure to instructional design or user-education best practices.

• Experience participating in beta testing or gathering structured product feedback.

• Ability to present in webinars group training or customer workshops.

Education

• Required: Bachelors degree in a related field (e.g. Business Communications Education Finance Information Systems) or equivalent practical experience.

• Additional coursework or certification in AI literacy customer success instructional design or product enablement.

PERFORMANCE BASED SUCCESS CRITERIA

1-3 Months

• Build a deep understanding of the SaaS platform architecture customer base data flows and business goals.

• Become an expert on all Varicent AI Assistants functionalities

• Establish a relationship mapwith your initial customer cohort.

• Deliver your first solo customer onboardingthat results in measurable activation.

4-6 Months

• Drive measurable increasesin AI feature adoption and engagement across your assigned accounts.

• Implement a systematic VoC (Voice of the Customer) processto feed structured feedback directly to the AI Product team.

• Develop and publish a complete AI Prompt Playbookfor common customer use cases.

• Drive measurable increases in platform engagement adoption or performance using data-driven insights.

7 Months & beyond

• Influence broader product direction sharing insights and frameworks that elevate the overall SaaS product discipline.

• Drive platform innovation through experimentation data insights and customer feedback loops.