Product Adoption / Onboarding Specialist

Reports: Head of Partner Onboarding/Training

We are searching for a Product Adoption/Onboarding Specialist who is proactive and passionate about company products and helping set up our partners/customers for immediate success. Be a part of getting kids on the field by owning and managing positive relationships with partners/customers from the point of sale through successful implementation.

As a Product Adoption/Onboarding Specialist, you will educate new partners and ensure that all key stakeholders reach the necessary level of proficiency with Sports Connect. Be a liaison between partners and cross-functional internal teams to ensure the timely and successful delivery of our product solutions according to our initiatives and the partner's needs.

You can quickly pick up new technology and explain it to users with varying technical skills.

Throughout our partner’s journey, we pride ourselves on providing outstanding partner experiences and onboarding is the first step of that process.

This role sits on the Partner Experience team and reports to the Head of Partner Onboarding and Training.

What you’ll be doing:

Initiate Partner Success Plan

Once a sales representative has successfully acquired a new partner for Sports Connect, the Adoption/Onboarding Specialist is responsible for acting as the primary point of contact for that partner during the initial setup. It’s important that the Adoption/Onboarding Specialist initiates the onboarding process as quickly as possible to meet the agreed-upon timelines.

Assess Needs
The Adoption/Onboarding Specialist will connect with the organization to get a detailed picture of its goals, requirements, and needs. New partner organizations may be unique in how they operate. For this reason, it’s crucial that the Adoption/Onboarding Specialist identify the unique priorities of each partner so they can plan accordingly.

Customize the Plan
After identifying a partner’s main goals, the Adoption/Onboarding Specialist will need to use that information to customize the onboarding plan to ensure successful Product Adoption. This typically involves working backward from the projected launch date and ensuring all necessary training calls are scheduled. The Adoption/Onboarding Specialist will also be able to use the information gathered to know where to address the unique needs of the organization. Also, serves as a liaison between the partner and our web design specialist to ensure that expectations are set properly around custom web design options and processes and that proper delivery timelines are given.

Once onboarding is complete, the Adoption/Onboarding Specialist will successfully transfer the relationship to a Partner Success Manager or our Support Team.

Demonstrate and Train

The Adoption/Onboarding Specialist performs weekly and monthly virtual training webinars for Sports Connect partners to ensure a comfortable, working knowledge of the Sports Connect product. The Adoption/Onboarding Specialist will help create training tutorials and best practices to ensure that our new partners launch with confidence. Ensures that new league partners hit milestones of launch plans and that their initial experience with our company and software is both a positive and lasting one.

Product Adoption/Retention

The Training and Education team is responsible for ensuring our partners successfully adopt our products and quickly find value. With that, this team is engaged with developing new strategies and programs including but not limited to digital Product Adoption (in-app), in-person training, and developing educational content. The Adoption/Onboarding Specialist might be asked to assist in these areas as needed. Additionally, you may be asked to assist with support tickets to maintain product knowledge and as needed during our busy season.

Other duties as assigned

Skills

• 1-3 years of experience in support, partner experience, onboarding, training, Product Adoption, or similar (SaaS experience a plus)
• Excellent listening, verbal, written, and interpersonal communication skills.
• Strong presentation skills (both live and pre-recorded)
• Experience hosting and/or moderating live training webinars
• Customer-service oriented
• Strong interpersonal and partner consultation skills
• Self-motivated and results-oriented
• Problem-solving & troubleshooting capabilities
• Ability to drive projects and manage project teams
• Ability to work effectively in a team environment
• Strong detail orientation
• Superior organizational abilities
• Process & procedure oriented
• Build relationships internal and external
• Ability to prioritize among competing tasks
• Ability to grasp partner’s needs and suggest timely solutions

Here’s who we are looking for:

• Love for Sports
• You’re passionate about teaching others
• You have a positive attitude and are eager to learn
• You are great at following instructions, yet flexible enough to roll up your sleeves and pitch in where needed
• You are outgoing, sociable, competitive, bright, and have integrity
• You are confident and have a proven track record of seeing projects through to completion
• You are a naturally motivated problem solver
• You are a great communicator and enjoy ongoing personal relationship-building
• You are always looking for new ways to sharpen your game and improve your performance
• You can adapt easily to a diverse group of partners
• You enjoy turning a challenge into an opportunity

Nice to Haves:

• Knowledge of the participatory sports market is an asset
• Experience with the Sports Connect product or similar sports management tools
• Experience with Product Adoption concepts and software. We currently use Intercom and Pendo

What We Offer

• Modern and collaborative work environment
• Supportive team members
• Entrepreneurial environment - leave your mark
• Comprehensive benefits package
• Fully paid parental leave

We encourage all qualified candidates to apply

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable, and passion and a positive attitude go a long way. Even more important than your résumé is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We also know that diversity of background and thought makes for better problem-solving and more creative thinking, which is why we encourage candidates from all backgrounds to apply.

If your experience is close to what we’re looking for, we’d love to hear from you.

At this time, Stack Sports will not sponsor a Visa for this role. Stack Sports is an equal opportunity employer.