Customer Adoption Consultant

Role Purpose

The Customer Adoption Consultant helps customers successfully onboard, use and realise value from IFS.ai Logistics. Working within the adoption operating model and with coaching from a Customer Adoption Manager, the Consultant coordinates customer activities, maintains delivery discipline, analyses adoption signals, delivers training and turns customer feedback into clear actions. The scope is narrower than the Manager role, with defined accounts or workstreams and clear escalation for complex commercial, executive or delivery decisions.

Key Accountabilities

1. Deliver Structured Customer Onboarding

Coordinate assigned customer onboarding activities from handover through first value, using agreed playbooks, templates and governance.

Prepare kick-off materials, project plans, action trackers, weekly updates, meeting notes, risk logs and customer documentation.

Run working-level customer meetings and follow-ups; keep owners, dependencies and deadlines visible and accurate.

Coordinate customer data, provider and workflow inputs with Product Operations and technical teams, escalating quality or readiness risks early.

1. Enable Product Adoption

Help translate customer goals into practical use cases, learning plans, milestones and measures of success.

Deliver or coordinate product training, enablement sessions, SOPs and point-of-need guidance.

Monitor usage, engagement and completion of agreed activities; follow up on barriers and recommend interventions.

Support customers in embedding the platform into routine logistics, finance and operational workflows.

1. Maintain Customer Health and Value Evidence

Maintain accurate account records, adoption metrics, health signals, progress updates and value evidence in agreed systems.

Analyse customer feedback, product usage and operational information to identify risks, needs and improvement opportunities.

Prepare materials for adoption reviews and executive meetings, including progress, outcomes, risks, actions and next steps.

Capture customer quotes, proof points, success stories and referenceability signals with appropriate approval.

1. Support Retention, Expansion and Product Feedback

Surface adoption risks and contribute to recovery plans under the direction of the Customer Adoption Manager or account owner.

Identify potential expansion opportunities from workflow gaps, customer requests and underused or adjacent capabilities, then route them to the appropriate lead.

Gather structured customer feedback and translate it into clear evidence for Product, Engineering and operational teams.

Support feature validation, user acceptance activity and post-release feedback for assigned customers.

1. Improve the Adoption Practice

Keep playbooks, templates, SOPs and knowledge assets accurate and up to date.

Contribute lessons learned from customer engagements and suggest practical improvements to processes and automation.

Apply consistent quality, data governance and documentation standards across assigned work.

Build product and logistics domain knowledge and share learning with colleagues.

Experience and Capabilities

Essential

Approximately two or more years of experience in B2B SaaS customer success, onboarding, implementation, consulting, project coordination, product operations or a related customer-facing role.

Strong organisation and follow-through, with the ability to manage actions, deadlines, documentation and multiple stakeholders.

Clear written and verbal communication and confidence facilitating working sessions with customers.

Comfort using data and customer evidence to monitor progress, identify issues and prepare concise updates.

Customer-focused problem solving with the judgement to resolve routine issues and escalate material risks appropriately.

Good Excel capability and confidence learning SaaS platforms, collaboration tools and operational workflows.

Ability to work across teams and maintain accuracy in a fast-moving environment.

Desirable

Experience in logistics, transport, supply chain, freight audit, finance operations or another complex enterprise process.

Experience delivering software training, adoption activities or change communications.

Exposure to product analytics, BI tools, SQL or structured data validation.

Experience working with AI-enabled software or explaining analytical outputs to users.

Relevant degree or professional certification in business, project management, supply chain, data or a related discipline.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer