Department
Delivery is responsible for owning the customer experience from the initial sale, to implementation, to day to day use of the product, and through a successful renewal and expansion. This ownership includes coordinating with implementation partners, accounts receivable, customer support, and expert teams to accelerate product adoption and maximize the value the customer receives from Filevine.
Job Summary
The Product Adoption Manager (PAM) owns every aspect of the post-sale experience for a book of approximately 300 customers. PAMs help customers successfully onboard with the Filevine suite of products, optimize their usage, and solve technical issues the customer may experience. PAMs are problem solvers on behalf of Filevine’s customers and PAMs must develop a working knowledge of the product and the customer to drive optimal customer usage.
Responsibilities
- Drive solutions for customers from contract through renewal to allow for optimal usage of Filevine.
- Become an expert in the Filevine suite of products and be able to solve technical issues for your customers.
- Analyze customer usage data, develop recommendations, and train teams to spur optimal usage of Filevine products.
- Manage implementation process in conjunction with external stakeholders and customers to ensure smooth onboarding and a robust post-onboarding experience for customers.
- Manage the contract renewal process for customers within your assigned book of business and partner with Sales to develop upsell opportunities.
- Develop deep working relationships with customers and work with various stakeholders including Expert Teams and Sales to minimize credits and churn and ensure efficient invoice collection.
- Work closely with third-party implementation partners to ensure smooth onboarding and a robust post-onboarding experience for customers
Qualifications
- Demonstrates expert written and verbal communication skills
- Ability to be extremely responsive and proactive when interfacing with customers
- Resilient and adaptable to changes that are natural in a startup environment
- Mature ability to handle challenging conversations with customers
- Biased towards action in your pursuit of achieving goals
