Adoption Success Manager

Job Summary

The Adoption Success Manager will play a critical role in ensuring the success of our customers by designing and executing comprehensive adoption and change management programs. This role will leverage the Nulia Works platform and the Circle of Nulia methodology to drive the adoption of Microsoft 365 and Copilot for Microsoft 365, helping customers achieve their business goals and maximize the value of their technology investments.

Key Responsibilities / Duties

• Program Design and Implementation:
• Collaborate with customers to identify business value drivers and map them to change management objectives aligned with organizational and individual goals.
• Oversee the execution of tasks such as Total Economic Impact (TEI) assessment, Business Value Driver (BVD) assessment, current adoption profile assessment, solution design documentation, and ACM/CaaS project planning.
• Develop and execute personalized adoption and change management programs using the Nulia Works platform and the Circle of Nulia methodology.
• Support administrators with the installation and management of Nulia Works.
• Train champions and program managers on how to use Nulia Works, the Circle of Nulia methodology, and the communications toolkit.
• Customer Engagement and Support:
• Ensure the successful deployment and execution of champion programs, including regular engagement meetings, leadership reviews, and specialized outcome development.
• Provide ongoing adoption project management support, including tracking program success scorecards and conducting quarterly program success reviews with key stakeholders.
• Continuously monitor adoption levels to identify additional adoption opportunities and provide actionable insights to customers.
• Lead champion groups to guide end users in attaining and maintaining outcomes and skills.
• Performance Assessment and Improvement:
• Develop program success scorecards to track progress in attaining outcomes and achieving business value drivers.
• Conduct regular program performance reviews to assess progress and identify areas for improvement.
• Provide recommendations and implement action plans to enhance program performance and drive deeper adoption of Microsoft 365.
• Conduct quarterly business reviews and update solution designs for additional ACM initiatives as needed.
• Communication and Collaboration:
• Act as a trusted advisor to customers, providing guidance and support throughout their adoption journey.
• Collaborate with internal teams, including sales, marketing, and product development, to ensure alignment and support for customer success initiatives.
• Share best practices and success stories to promote the value of Nulia Works and drive customer engagement.
• Assist in implementing and improving customer success strategies, processes, and documentation.
  
  

Required Skills & Qualifications

• Proven experience in adoption and change management, preferably with a focus on Microsoft 365.
• Excellent project management and organizational skills.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers and internal stakeholders.
• Ability to analyze data and provide actionable insights to drive adoption and improve program performance.
• Passion for helping customers succeed and achieve their business goals.
  
  

Preferred / Good-to-Have Skills

• Microsoft 365 Certified: Fundamentals, Associate, or Expert
• Prosci Change Management Certification or other relevant change management certifications