Product Adoption Expert

2 weeks ago

Philippines Globe Telecom, Inc. Full time $60,000 - $80,000 per year
Job Description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description The Product Adoption Expert is responsible for ensuring that customers successfully adopt and engage with new experiences deployed by the Product Management Leads. This role focuses on designing and implementing strategies that drive awareness, education, and behavioral change among customers, ensuring seamless transitions to enhanced digital and service experiences.

By leveraging customer insights, targeted communication, and proactive onboarding initiatives, the Product Adoption Expert accelerates adoption, reduces friction, and enhances customer satisfaction with newly deployed experiences. This role works closely with marketing, customer support, digital, and operations teams to develop customer-centric adoption programs that drive long-term engagement

Duties and Responsibilities:

  • Drive Customer Adoption of New Experiences- Develop and implement targeted strategies to increase awareness, engagement, and utilization of new customer experiences.

  • Customer Education & Awareness Campaigns- Lead initiatives that inform customers about new experiences, ensuring they understand the benefits and how to use them effectively.

  • Onboarding & Transition Planning- Design structured onboarding programs that help customers seamlessly adapt to new features, products, or service enhancements.

  • Monitor Adoption Metrics & Customer Behavior- Track customer engagement and usage patterns, identifying areas where adoption can be improved.

  • Collaborate with Marketing & Customer Support- Work with internal teams to ensure a consistent and customer-friendly adoption experience across all touchpoints.

  • Customer Feedback & Continuous Optimization- Gather insights from customer interactions to refine adoption strategies and improve user experience.

  • Enable Self-Service & Proactive Support- Develop digital-first initiatives, FAQs, and tutorial content to help customers transition with minimal need for assisted support.

Top Deliverables:

  • Customer Adoption & Engagement Strategy- A structured plan to drive awareness, ease of transition, and long-term adoption of new experiences.

  • Customer Communication & Onboarding Campaigns- Messaging, tutorials, FAQs, and interactive guides to support customer understanding and engagement.

  • Adoption Analytics & Performance Reports- Regular tracking of customer usage, drop-off points, and engagement trends.

  • Digital Self-Service & Support Enablement- Initiatives that encourage self-sufficiency and reduce reliance on customer service for new experiences.

  • Post-Launch Customer Sentiment & Feedback Loop- Continuous analysis of customer sentiment and refinement of adoption efforts based on insights.

KPIs:

  • Adoption Rates

  • Net Promoter Scores / Customer Satisfaction Scores

  • Support Inquiry Reduction for New Experiences

  • Customer Awareness & Engagement Metrics

Competencies:

  • Customer Adoption & Engagement Strategy

  • Behavioral Insights & Data-Driven Optimization

  • Proactive Problem-Solving & Innovation

  • Agility & Continuous Improvement

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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