Software Adoption Specialist

As a member of our growing team, the Software Adoption Specialist will work collaboratively with our Customers, Customer Success Managers (CSMs) Account Managers (AMs), Renewals Team, and Sales Operations Team. Primary responsibilities include assisting in successful implementation, adoption, and ongoing satisfaction of software solutions within our customer base.

The Software Adoption Specialist role involves collaborating with various stakeholders to identify business critical focus areas, monitor software adoption, and implementation of strategies that maximize the value derived from software investments. As a result, the Software Adoption Specialist contributes to the enhancement of both external Client and Aqueduct's potential, profitability, and success through the lifecycle approach.

Reporting to the Senior Director of Sales Operations, this role is a primary point of contact for Aqueduct's internal departments and an external resource to our customers, vendors, and distributors. The Software Adoption Specialist is expected to build and maintain relationships at multiple points within the organization as it pertains to software and subscriptions, identifying potential risks and opportunities.

Key Responsibilities:

Requirements Analysis

• Collaborate with business stakeholders to gather and understand software and program requirements.
• Analyze and document business processes to identify areas for improvement through software solutions.

Solution Development and Design

• Participate in the design, development, and implementation of software solutions.
• Participate in the proposal of software solutions that address business challenges and requirements.
• Provide guidance and support to development teams, ensuring adherence to vendor standards and best practices.

Implementation Support:

• Oversee the implementation of software solutions, coordinating with development and operations teams.
• Assist in the implementation of software solutions, providing guidance and support to ensure a smooth onboarding process for end-users.
• Deliver continuous education on software technology solutions to customers.

Program Awareness:

• Review software opportunities to ensure profitability and overall success of the solution is aligned leveraging vendor programs and Aqueduct branded Services.
• Analyze data related to software usage, adoption rates, and user feedback to make informed recommendations for improvements.

User Satisfaction:

• Gather feedback from users and stakeholders to assess user satisfaction with software solutions.
• Assist with creation of specific, measurable, and achievable KPIs.
• Utilize tools and systems to collect and analyze data related to chosen KPIs.
• Regularly review the data to identify trends, patterns, and areas for improvement.
• Evaluate strategies and make necessary adjustments to ensure KPIs remain aligned.
• Implement strategies to enhance user experience.

Documentation:

• Create and maintain documentation/presentations related to software usage, adoption, and best practices within our Customer Success tools.

Collaboration:

• Work closely with development teams to communicate requirements and provide clarification throughout the development process.
• Collaborate with cross-functional teams to ensure that software solutions integrate seamlessly into the existing technology ecosystem.

Continuous Improvement:

• Stay informed about industry best practices, emerging technologies, and trends.
• Propose and implement strategies for continuous improvement to optimize the success and value derived from software solutions.

Qualifications and Skills:

• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to gather and interpret data.
• Familiarity with software development processes and methodologies.
• Customer-focused with a commitment to ensuring user satisfaction.
• Experience with SaaS, collaboration solutions, security solutions, Cisco products
• Ideally will have prior experience working with vendor renewals.
• Ideally will have a minimum of three to four years of experience of working with software / hardware renewals, vendors, and distributors.
• Experience with Salesforce and other data analytical tools

Personal Attributes:

• Positive and open mindset.
• Strong problem-solving skills.
• Adaptability and a willingness to learn about new technologies.
• Proactive and self-motivated.
• Ability to work collaboratively in a team-oriented environment.

Aqueduct Technologies is committed to developing a diverse and talented team. We celebrate and support diversity and are committed to making an inclusive environment for all employees and applicants including women, minorities, individuals with disabilities, members of the LGBTQIA community, veterans, and any other legally protected group. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant on the basis of any status protected by federal, state, or local laws.

We are one of the largest IT solutions providers in the US, recognized for our relentless pursuit of customer satisfaction, our corporate culture, technology leadership, and our commitment to the local community. We pride ourselves on our world-class engineering, the investments we make in our employees and our systems, and on our loyal base of customers and manufacturers. Recognized as one of the fastest-growing, private companies in Massachusetts—and awarded the Best Place to Work in Boston for seven, consecutive years—there is no better time to join Aqueduct than now!