At ClickUp, our #1 core value is to provide the best customer experience, period. The Digital Adoption team is responsible for providing an exceptional customer experience through our sold services that enable users to efficiently scale within the platform.
As a Digital Adoption Manager, you will manage a revenue generating team responsible for enabling the team to drive high service utilization, client satisfaction, renewals, and NDR. Having a critical mind for process and data analysis will be essential to drive these outcomes.
The Role:
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- Lead a team Digital Adoption Specialists who correspond with our clients via email and Zoom.
- Responsible for team development, with a focus on competency and skill-building, as well as incorporating a business continuity plan that supports seamless knowledge transfer and drives high levels of employee performance and engagement.
- Consistently coach and provide actionable feedback to team members to promote career development while maintaining support standards.
- Ensure individual and team goals are met.
- Assist with navigating resolutions to challenging incidents, including cross-functional, regional, and client escalations as needed.
- Collaborate with the Support Operations Team to optimize systems and processesand information dissemination to better support the platform, as well as cultivate strong relations with cross-functional departments including sales, success, and other business partners within the organization.
- Participate in the hiring and onboarding process to continue growing our digital adoption team.
- Serve as a thought leader, client advocate and partner to the team and to our clients.
- Cultivate a culture of engagement, ongoing learning, and high performance.
- Maintains a current knowledge of our product and has the ability to dive deep into client builds.
- Fluency in relationship management and maintains the ability to deep dive into client solutions with the team when escalated.
- Act as an SME for our services on sales calls in order to assist in closing prospects.
Key Responsibilities
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- Responsible for team performance and client retention.
- Own building and optimizing processes for driving internal efficiencies, issue resolution, client satisfaction, client retention, and positive NDR.
- Ensure the success of each Digital Adoption Specialist.
- Conduct bi-weekly 1:1s with each team member to level them up within their role and discuss role-specific topics such as effective and efficient relationship management, navigating difficult conversations with clients, tools navigation, troubleshooting, and client builds.
- Own the overall team performance, ensure low performers are being measured and actioned, and high performers are continuously being mentored for sustained high performance and development.
- Participate in weekly functional Management Syncs to enable consistent calibration on processes, best practices, and change management that may affect people managers or the broader digital adoption team.
Critical Metrics
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- Digital Adoption SLA
- Productivity - SPH, Service Utilization, Calls Per Hour
- Internal Quality - Business Critical, Customer Critical, Compliance Critical, and Non-Critical
- CSAT
- Team Adherence
- Renewals
- Net Dollar Revenue
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