Client Success Champion (Adoption & Enablement)

The person we’re looking for

• You have driven adoption of B2B software in a professional environment — as an enablement, adoption, implementation or customer education specialist, or as the person inside a firm who owned a system rollout and discovered you were better at the people problem than the configuration. By now you think about adoption in terms of habits, incentives and trust as naturally as you think about training plans.
• You are practical. You have stood in front of a room of people who did not want to be there. You have had a senior executive tell you, politely, that they already know what they need to do. You did not take it personally and you did not back down. You know the objection you are given is rarely the real one, and you know how to find the real one without making anyone defensive.
• You are comfortable with data. Not a data scientist — but you can open a Power BI report, see that conversion has slipped in one office and not another, and go and find out why rather than waiting to be told.
• We do not require accounting or legal sector experience. If you have it, great. If you don’t, we are confident that someone who understands billable-hour pressure and how partnerships make decisions can pick up the specifics on the job.

The tools you’ll be working in:

• Power BI — our adoption and usage reporting lives here. You need to read, filter and interrogate a report confidently and draw your own conclusions from it. Building your own dashboards is a bonus, not a requirement.
• Zendesk — our system of record for Client Success. We expect hands-on experience with Zendesk or a comparable service desk (Freshdesk, Intercom, HubSpot Service Hub).
• Microsoft Teams — WorkCapcha lives inside Teams, so you need to be genuinely fluent in it rather than an occasional user.
• Trello, or something like it, for managing your own workload — and whatever you prefer for producing short-form video guides.

We are not screening on tool names for their own sake. If you have done this work in different systems and can show us you pick things up quickly, tell us that in your application.

Evidence we would like to see in an interview:

• You can walk us through a real adoption programme you owned, what the numbers did, and what you changed when they stalled.
• You can take a resistance scenario you have never seen before and reason out loud, in front of us, about how you would approach it.
• You can explain something technical to a sceptical, non-technical audience without either patronising them or losing them.
• You can show us something you made — a guide, a short video, a session plan — and tell us how you knew it landed.

What we’re not looking for

• This is not a sales, renewals, upsell or commercial account management role. There is no quota and no revenue number attached to it. If what motivates you is closing, you will find this frustrating within a month.
• You will not enjoy this role if change management, to you, means a slide deck, a maturity model and a stakeholder matrix. The work here is specific and small-scale: one sceptical office managing partner at a time. You will not enjoy it if you need a large team around you, or a defined process handed to you — for the next year this is hands-on and largely self-directed. And you will not enjoy it if you don’t like writing things down and being held to them; our clients expect fast results and they will hold us to what you commit to.
• We are also not looking for a developer, or for a trainer who only delivers what someone else designed. You don’t need to write code. You do need to read an adoption dashboard, understand what the product can and cannot do, and argue with an engineer about it on equal terms.

Please note:
This role is UK based and candidates are required to have the legal right to work in the UK.
You need to be able to travel to client sites and occasional team gatherings from time to time.
CloudCapcha is committed to a working environment that supports and respects equality, diversity and inclusion.